Communication assistance system and method

ABSTRACT

A communication assistance system is provided for providing access to information corresponding to a plurality of subscribers. The system includes a telephone switch for receiving calls from a plurality of requesters desiring to access the information corresponding to subscribers. A first database stores the information corresponding to each subscriber, including their phone numbers. A closing prompt module is coupled to the first database so as to select a closing prompt code from a plurality of available closing prompt codes, where each of the closing prompt codes is associated with a desired closing prompt message so as to provide a selected closing prompt message, where anyone of the available closing prompt messages is provided to a requester.

RELATED APPLICATIONS

This application is a divisional application of U.S. patent applicationSer. No. 10/049,803, filed on Feb. 15, 2002, which is a National StageApplication of PCT Application No. PCT/US01/02366, filed on Jan. 24,2001, which in turn claims the benefit of priority from U.S. ProvisionalApplication No. 60/179,166 filed on Jan. 31, 2000, the entitled of whichare incorporated herein by reference.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention is directed to a system and method, which allows arequester to contact a communication apparatus user, and in particular,to a system and method which provides wireless directory and otherinformation assistance services.

2. Description of the Related Art

Despite the proliferation of wireless communication devices such ascellular telephones, pagers and the like, there currently exists no wayto obtain a user's wireless telephone or pager identification numbersuch as exists for traditional business and residential phone numberinformation services, for example, by dialing “411” or by using a globalcommunication network such as the Internet to access on-line “whitepages.”

In part, this lack of wireless apparatus information is due to themultitude of service providers offering wireless services, and thedifferent methods by which the service providers store the wirelessapparatus device identification numbers. This problem is also caused bythe distribution arrangement entered into between many organizationclients and the wireless apparatus service providers in which thewireless apparatus service providers allocate a block of apparatuses andwireless identification numbers to the client, without specificallytracking the particular individuals, such as employees, to whom thoseapparatuses have been distributed.

Typically, an organization client will be listed in the serviceprovider's database as opposed to each individual holder of the wirelessapparatus. As such, there currently exists no efficient way to determinethe specific individual holder of a wireless apparatus in the context ofan organization client.

In addition, there has traditionally been no market demand for theestablishment of an information repository, such as a white pagesdirectory, for wireless apparatus subscribers, because the wirelessservice providers have typically assumed that subscribers would not wanttheir identification numbers published. This is primarily the result ofthe cost of receiving unwanted calls on their wireless devices due totypical billing arrangements in which the user of the wireless apparatusis billed for inbound, i.e., received calls and messages.

Current telephone assistance systems generally provide information to arequester or calling party for land based listings or subscribers toland-based service providers. Here a requester calls the system wherethere are greeted by a customer service representative who looks up theinformation on a land-based subscriber and conveys that information tothe requester.

One drawback to the current telephone assistance system is that thelistings available of land-based subscribers do not include acomprehensive listing of wireless subscribers. Because of certainconcerns such as privacy issues surrounding wireless systems and bothparty billing, wireless service providers do not automatically postwireless phone number listings in the traditional directory assistancedatabases.

Another drawback to current telephone assistance systems is the failureto utilize meaningfully the period between the time the requestedinformation is retrieved by a customer service representative and thetime the requester receives the requested information. This period isreferred to as the closing period where the directory assistance serviceprovides a closing prompt to the requester. Typically, this closingprompt is a single recorded message such as the familiar “We areconnecting you to NPA.nxx.xxxx. Thank you for using XYZ” where XYZ isthe name of the service provider of the requester.

As a result, it is desirable to have a system and method which permitsthe efficient acquisition of data necessary to create and maintain adatabase which identifies the actual wireless apparatus holders andtheir identification numbers in a manner which allows for quickretrieval by an operator or other communications interface technologiessuch as, for example, WAP (wireless applications protocol), Internetsearch or voice recognition systems. Further, it is also desirable tohave a system and method which allows a requesting individual to beconnected to the wireless apparatus such that they can engage incommunications with the wireless apparatus user in a manner which doesnot require the disclosure of the wireless apparatus identificationnumber. As such, it is desirable to preserve the currently existingconfidentiality of wireless apparatus identification numbers unless thewireless apparatus user authorizes disclosure of the identificationnumber.

It is also desirable to create a system capable of meaningfullyutilizing the closing period and thus adding to the functionalitiesoffered by the closing prompt feature.

It is further desirable to have a system and method which allows abilling mechanism arranged so that the requesting individual pays forthe cost of the call, page message and the like to the wirelessapparatus user such that the wireless apparatus user does not incur anycosts for the receipt of the inbound communication.

SUMMARY OF THE INVENTION

The present invention advantageously provides a system and method whichfacilitate the efficient acquisition of wireless service subscriberinformation, preferably wireless apparatus subscriber information, whichallows for a specific correlation between the subscriber and theidentification number of their responding wireless apparatus.Subscribers referenced throughout the application refer to anyindividual or business entry whose information is stored for retrievalby the system. The database of the present invention is preferablypopulated with information on these subscribers so as to formulate adatabase of wireless service subscribers or a wireless white pages, aswell as land-based subscribers. The term subscribers does not refer tosubscribers to this system, and although there are pay featuresavailable from the system, subscriber refers to any wireless andland-based service subscriber preferably ones that are willing to be orare already listed in this system database.

The present invention advantageously allows this subscriber informationincluding, for example, their wireless apparatus data to be gathered viaan electronic system such as a global computer network, for example, theInternet, via telephony-based systems such as voice and facsimile, andthe like.

Additionally, the present invention provides a system and method formaintaining and updating of the subscriber information by offering anincentive based program where subscribers can access and correct orupdate their own data base entries in order to receive incentives suchas free services or other promotional rewards.

To this end, when a listing is created for a subscriber, various piecesof information are collected by the system database and placed intoappropriate listing table fields, allowing the system not only tomaintain a wireless white pages but also to provides special featuresbased on the additional information. This data includes, among otherthings: the name, directory listed name, address, defined locality, landline phone number and email address of the subscriber, the company thesubscriber works for, the wireless carrier of the subscriber, thewireless number of the subscriber (such as his/her cell phone number),the wireless apparatus identification number (WAIN) connect field,special features such as group connect information, type of data, datasource of listing, wireless (or non-wireless) identifier, special andGeneral Announcement fields, pre-announcement information, specialservices information and license plate information.

The data source of the subscriber refers to where the system databasereceived this subscriber's information, for example, wireless serviceproviders, group connect accounts, personal contact list entries etc.Special and General Announcement fields refer to the closing prompt codefields which are selected for the subscriber to be played back beforecall completion and can possibly include cross-referencing to otherservices offered by the system. The closing prompt codes identify acorresponding closing prompt that is provided to a requester after acustomer service representative responds to the requester. The directorylisted name field enables the subscriber of a wireless apparatus toselect a listing name other than the owner of the wireless apparatusactual name if they so choose.

In another embodiment of the present invention the system providesadditional services beyond the wireless white pages. These services caninclude but are not limited to: directions, category searches based onsubscriber listing field information, restaurant recommendations orreservations, movie tickets and scheduling, and preferred languageservices.

Additionally, the system is given some general information about therequester as well, such as information that is received when the callcomes in. This information can include the originating phone number ofthe requester, the DNIS (Dialed Number Identification String) dialed bythe requester, the requester's carrier and other similar information,and/or a preferred language based on the initial number dialed to enterthe system.

The present invention also advantageously provides a system and methodwhich allows a requesting individual to be connected to the wirelessapparatus subscriber in a manner which does not divulge the wirelessapparatus subscriber's identification number. Contact is preferablyfacilitated by a requester calling a nationwide information number in amanner similar to that employed with the traditional “411” system.However, instead of being provided with the telephone number and/or anopportunity to have their call completed to the wireless apparatussubscriber, the wireless apparatus subscriber's number is not divulgedto the requester, and the call, message or the like is directlycompleted.

Alternatively, it is also within the contemplation of the presentinvention to complete a call between a requester and a subscriber, suchthat the subscriber's number is not disclosed to either the requester orthe customer service representative. In this case, the system can maskthe wireless apparatus identification number (WAIN) or any portionthereof from the customer service representative, while still providingthe representative with the ability to complete the call. This featureprovides added security to the subscriber's WAIN and prevents thecustomer service representative from accidentally revealing thesubscriber WAIN to the requester.

The system and method of the present invention additionally provides abilling and revenue allocation process that allows the cost of thecommunication to the wireless apparatus subscriber to be borne by therequesting individual, i.e., the individual who initiates thecommunication.

In addition, the system and method of the present inventionadvantageously provides a mechanism, which allows a subscriber of thewireless service to receive a call pre-announcement, which identifiesthe requesting caller. The pre-announcement is preferably transmitted tothe subscriber as an audio or text and data message which identifies thecaller. One example of a text pre-announcement would be passing thephone number of the originating party to the destination wirelessapparatus. In this manner, the subscriber is provided with theopportunity to accept and answer the call, or reject the call. In thecase where the call is rejected, the caller receives a message from thesystem informing the caller that the subscriber has not accepted theircall and is also preferably prompted to leave a message for thesubscriber.

The system and method additionally provides a dynamically controlledclosing prompt feature that selects an appropriate closing prompt from avariety of stored responses based on information from both the requesterand the subscriber listing. This information includes closing promptcodes stored in the Special and General Announcement fields of thesubscriber table; override module functions as specified by the systemadministration and information contained in the call completion datatable. The call completion data table includes information such as thenumber dialed by the requester, the data source of the requestedlisting, type of data requested, service requested, preferred languageor the NPA/NXX (Numbering Plan Area (area code)/(number exchange code))of the destination number and/or additional fields as necessary.Utilizing the information from these sources, the present invention isable to produce a closing prompt targeted to a requester. The systemthen transmits the selected closing prompt as an audio or text or othermultimedia message to the requester. This feature works to tailor theclosing prompt to a particular caller, increasing the advertising andrelated promotional revenue capacity of the closing prompt feature.

Other features and advantages of the present invention will becomeapparent from the following description of the invention, which refersto the accompanying drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

For the purpose of illustrating the invention, there are shown in thedrawings several forms, which are presently preferred, it beingunderstood, however, that the invention is not limited to the precisearrangements and instrumentalities shown.

FIG. 1 is a diagram of a communication assistance system of the presentinvention in accordance with one embodiment of the present invention;

FIG. 2 is a diagram of an alternative example of the hardwareconfiguration of a communication assistance system shown in FIG. 1 inaccordance with one embodiment of the present invention;

FIG. 3 is a diagram of another alternative example of the hardwareconfiguration of a communication assistance system shown in FIG. 1 inaccordance with one embodiment of the present invention;

FIG. 4 is a field diagram of an incoming call information record inaccordance with one embodiment of the present invention;

FIGS. 5A-5E are diagrams of a first embodiment of tables used to createand organize the primary identification database in accordance with oneembodiment of the present invention;

FIG. 6 is a field diagram of the Wireless Apparatus IdentificationNumber (WAIN) connect field of a listing table illustrated in FIG. 5A inaccordance with one embodiment of the present invention;

FIG. 7 is a diagram of a closing prompt module in accordance with oneembodiment of the present invention;

FIG. 8 is a field diagram of a call completion data table of a closingprompt module in accordance with one embodiment of the presentinvention;

FIG. 9 is a field diagram of a call completion data packet in accordancewith one embodiment of the present invention;

FIG. 10 is a flow chart demonstrating the operation of the system inaccordance with one embodiment of the present invention;

FIG. 11 is a diagram of a first embodiment of an arrangement used tocreate and maintain a WAIN listings database in accordance with oneembodiment of the present invention;

FIG. 12 is a diagram of a second embodiment of an arrangement used tocreate and maintain a WAIN listings database in accordance with thepresent invention;

FIG. 13 is a diagram of an example of the components used to provideaccess to an Internet clean-up database in accordance with oneembodiment of the present invention; and

FIG. 14 is a diagram of an example of the components used to provideaccess to a master clean-up database in accordance with one embodimentof the present invention.

FIG. 15 is a diagram of an example of the components used to provideaccess to the WAIN database via a voice recognition portal, while stillmaintaining the confidentiality of the listings.

FIG. 16 is a diagram of an example of the components used to provideaccess to the WAIN database via Internet access, while still maintainingthe confidentiality of the listings.

FIG. 17 is a diagram of an example of the components used to provideaccess to the WAIN database via a WAP (wireless application protocol)portal, while still maintaining the confidentiality of the listings.

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

System Structure

Referring now to the drawings, wherein like reference numerals refer tolike elements, there is shown in FIG. 1, a communication assistancesystem 2 in accordance with one embodiment of the present invention.System 2 allows a Requester 4 to initiate communications with WirelessApparatus 6, even where Requester 4 does not know the identificationnumber of Wireless Apparatus 6. Wireless Apparatus 6 refers to awireless device used by a subscriber to a wireless service, and will beused throughout the application to refer to the wireless apparatus thatthe Requester 4 intends to reach. Requesters 4 can access System 2 via atraditional wireline Local Exchange Carrier (LEC) and/or Inter-ExchangeCarrier, via a wireless carrier (including both voice and data access)or via connection to the Internet. Wireless apparatuses 6 can be anyknown wireless communication device including cellular telephones andmodems, pagers, PCS phones and modems, RIM Blackberry, wireless PDA,instant messaging devices, SMS devices and the like.

Although the present invention is described in terms of a system andmethod that accommodate wireless apparatuses, the invention is notlimited to such. It is contemplated that the present invention can beimplemented to accommodate any device including those for which apublished identification directory does not exist, for example aPersonal Digital Assistant (PDA) with voice communication capability,etc.

Communication Assistance System 2 is preferably coupled to one or moreService Providers 26 directly through the wireless MSC (Mobile SwitchingCenter) 8 or via public switched telephone network (PSTN) 10.

In general, Wireless Apparatuses 6 communicate with System 2 via MobileSwitching Center (MSC)s 8 as shown in FIG. 1. Although not shown, it iscontemplated that Wireless Apparatus 6 can communicate with System 2 viaa MSC 8 coupled to PSTN 10. Similarly, Requester 4 can communicate withSystem 2 via a MSC 8 directly coupled to System 2, i.e., without theneed to communicate via PSTN 10, as shown in FIG. 2.

As shown in FIG. 1, System 2 is preferably comprised of one or moreswitches and integrated voice response units (VRU) 12 (the VRU may bestandalone instead of integrated as described above), Billing Databases14, Primary Call Centers 16, Wireless Apparatus Identification Number(WAIN) Listing Databases 18 and a plurality of Operator Terminals 20running Agent Application 19 accessing Enhanced Service Modules 21 thatmay be operated by an agent, Closing Prompt Storage Module 13, CallCompletion Table 17, a Wide Area Network 25, Closing Prompt Modules 27coupled to Agent Applications 19, and a Computer Telephony Interfaces29. In particular, Billing Database 14 is connected to WAN 25 and can becoupled to any component of System 2. Units 12 are coupled to MobileSwitching Centers (MSCs) 8 and PSTN 10 as well as Primary Call Center16. Primary Call Center 16 is also coupled to at least one OperatorTerminal 20 and Wireless Apparatus Identification Number (WAIN) ListingsDatabase 18.

The connection between Primary Call Center 16 and Operator Terminal 20is such that voice communication is transmitted directly between the twoand data information is transmitted via Computer Telephony Interface 29.This may also be accomplished via in-band signaling, as will bediscussed below. Operator Terminal 20 is not only connected to theWireless Apparatus Identification Number (WAIN) listing Database 18 butalso to other databases and software application modules as well.

FIG. 2 shows an alternative example of a hardware configuration ofSystem 2 in accordance with another embodiment of the present invention.It is understood that the below-described operation and method areeasily implemented using the hardware arrangement of FIG. 1 or any otherhardware arrangement contemplated by one of ordinary skill in the art.While this is the preferred embodiment, it is contemplated that theoperation of System 2 and the method of interaction between System 2 andRequester 4 does not rely on the inclusion of all of the elementsdescribed above.

As shown in FIG. 2, Primary Call Center 16 can be additionally coupledto PSTN 10 for backup call routing via PSTN 10. In addition, FIG. 2shows an example of Service Provider 26 comprised of Radio Tower 24 andMSC 8. Of course, in the case where Service Provider 26 is a land basedlocal exchange carrier, Radio Tower 24 is not necessary and wirelesscarrier MSC 8 may be any type of high capacity network switching device(the wireline carrier is depicted in FIG. 1). In the case that ServiceProvider 26 is a Voice Over IP provider (VoIP), Radio Tower 24 isunnecessary and Mobile Switching Center (MSC) 8 may be any type ofdevice capable of transmitting calls with an IP protocol.

In a preferred embodiment of the present invention a plurality of callcenters such as System 2 and System 2′, illustrated in FIGS. 1, 2 and 3,can be strategically located in various geographic locations across thecountry. For example, each call center, System 2 or System 2′ can belocated in a major metropolitan area spread across the United States.Each call center is configured to handle the call traffic that isdesignated for that call center which could include all possible type ofcalls.

Additionally, as reflected in FIG. 2, each System 2 or 2′ can beconnected to other call centers, such that all of the Systems 2 or 2′are connected. This connection can be achieved by the coupling ofPrimary Call Centers 16 of the various Systems 2 via high capacitytelephone cables such as T1 Lines 23 or other comparable facilitiesincluding PSTN 10. It is also in the contemplation of this inventionthat these connections could be established through the use of a VirtualPrivate Network (VPN) or other comparable technology.

In operation, Primary Call Center 16′ receives forwarded calls fromPrimary Call Center 16 in the case where System 2 is experiencingoperational problems or a volume of requests that exceed its capacity.An important benefit provided by this arrangement is that the PrimaryCall Center 16′ of System 2′ is able to act as an overflow unit forPrimary Call Center 16 of System 2 in the event that System 2 isexperiencing technical difficulties or high call volume. Thisconfiguration allows Primary Call Center 16 to route calls to PrimaryCall Center 16′ during periods of high volume, even in the event of abreakdown in the primary direct connections of System 2 as describedabove.

Another component of System 2 or 2′ is Call Completion Table 17. CallCompletion Table 17 allows Switch 12 to select an outbound trunk groupthat can most efficiently route the call to the end destination. Forexample, if Requester 4 requests a traditional directory assistancelisting (i.e. a wireline business or residential listing), ServiceProvider 26 of Requester 4 may prefer to complete these calls on theirown network. In this case Call Completion Table 17 would select anoutbound trunk group to Service Provider 26 of Requester 4. In the casewhere Requester 4 requests a Wireless Apparatus Identification Number(WAIN) listing of a Wireless Apparatus 6, it may be more desirable tocomplete the call via the network of the Service Provider 26 of theWireless Apparatus 6. In this case Call Completion Table 17 would selecta direct outbound trunk group to Service Provider 26 of WirelessApparatus 6.

Call Completion Table 17 also allows for the programming of multipleoutbound routes for each call depending on, but not limited to, the timeof day, the Service Provider 26 of the Requester 4, the Service Provider26 of Wireless Apparatus 6, corresponding rates for each ServiceProvider and time of the day and the NPA/NXX of the destination.

Although not shown, it is within the contemplation of this inventionthat System 2′ may contain a Switch 12′ that would be connected to callcenters 16′. It is noted that FIG. 2 illustrates some of the relevantmodules of System 2′ without showing all the components that aredescribed in reference with System 2. Thus, for example, Call Center16′, along with Computer Telephony Interface 29′, Operator Terminal 20′,Wireless Apparatus Identification Number (WAIN) Database 18′, AgentApplication 19′, Enhanced Service Module 21′, T1 Lines 23′ and ClosingPrompt Module 27′ of System 2′ have been illustrated in FIG. 2.

WAIN Listing Database 18 and WAIN Listings Database 18′ are similarlyarranged, and are preferably mirror images of one another. AlthoughOperator Terminal 20 is not shown directly coupled to Primary CallCenter 16′ and WAIN Listings Database 18′, Operator Terminals 20 can beso coupled via WAN 25, or can access Call Center 16′ and Database 18′via Primary Call Center 16 as shown in FIGS. 1, 2 and 3. This overcomessituations where Database 18 is down in System 2, such that OperatorTerminal 20 completes the call using information stored on Database 18′.

This arrangement, for interconnecting all of the Systems 2 and 2′, alsoallows for time shifting benefits such that some localities whenexperiencing low caller traffic can close for the evening allowing aSystem 2′ located in an earlier time zone to handle the calls. Forexample, a call center System 2 in New York could close between thehours of 2 am and 6 am, and allow a call center System 2′ in Californiaor Hawaii to handle the calls. Not only does this allow for time shift,but it also allows for employment/staffing advantages by allowing theadministrators of the service to hire personnel in areas where theconditions are most advantageous. For example, a call center System 2 onthe east coast can route a significant portion of its call traffic to aMidwest call center System 2′ located in an area where it is easier tostaff and train the required number of employees.

The links coupling the various components of System 2 together and withService Providers 26 via Mobile Switching Center (MSC) 8 and PublicSwitched Telephone Network (PSTN) 10 can be any known voice and/or datacommunication technologies, including wide area networking and localarea networking communication technologies, for example, digitalsubscriber lines (DSL), digital T-1s, leased lines, satellite orwireless links, Integrated Services Digital Network (ISDN) circuits,asynchronous transfer mode (ATM), Ethernet, token ring, fiberdistributed-data interface (FDDI) and the like. It is also presumed thatthe various components of System 2, Service Providers 26 and PSTN 10 arearranged with appropriate communication hardware interfaces to transmitand receive data across the communication links. For example, wirelessService Providers 26 may interface directly with System 2 via MobileSwitching Center (MSC) 8 hardware coupled directly to Switch 12 ofSystem 2. Switches 12 can be any switches that preferably include anintegrated voice response unit. Many functions performed by Switches 12are known to those of ordinary skill in the art and include telephonecall routing between trunks, converting one signaling type to another,such as between a digital signaling system, dual-tone multi-frequency(DTMF) signaling, multi-frequency (MF) signaling, ISDN, SS7, etc., andcapturing call length and destination data for billing, etc.

As shown in FIG. 1, 2 and 3, when a call comes into Switch 12, the callis identified by a DNIS which relates to the number dialed by therequester, so that appropriate data generated by System 2, such as CallCompletion Data Packets 50 (FIG. 9), can be routed to the correct Switch12 to complete the call, as will be explained in more detailhereinafter.

Upon the initiation of a call completion, Switch 12 is configured topass the originating phone number of Requester 4 and/or the numberdialed by Requester 4 to MSC 8 or PSTN 10 for delivery to WirelessApparatus 6. This enables Wireless Apparatus 6 to screen in-bound calls.

Additionally, as shown in FIGS. 1 and 2, Switch 12 maintains anintegrated voice response unit for use with a pre-announcement feature.After Switch 12 receives a Call Completion Data Packet 50 and reads thePre-announcement field 59, Switch 12 is instructed on whether or not toimplement the pre-announcement feature. If Pre-announcement field 59 isconfigured to deliver an announcement to Wireless Apparatus 6, Switch 12will pass a message to Wireless Apparatus 6 indicating an incoming callwith an attached announcement.

One possible embodiment of this invention would be to pass the numberdialed by the Requester 4 from Switch 12 to Wireless Apparatus 6 toindicate an incoming announcement. One example of a possibleannouncement is to have Switch 12 initiate an audio request to Requester4 for their message, preferably their name, such that the requester'sname is recorded and transmitted to Wireless Apparatus 6 so that thesubscriber using Wireless Apparatus 6 can determine in advance whetheror not they wish to accept the call. Support for the “pre-announcement”message options are programmed in Switches 12 and control commands areindicated to Switches 12, as will be discussed in more detailhereinafter.

As shown in FIG. 3, if using release link trunking between Switch 12 andMCS 8, then the Voice Response Unit (VRU) for the pre-announcement mayreside between MSC 8 and Wireless Apparatus 6. It is also contemplatedby the current invention that this announcement may be initiated priorto the release of the call. For the purposes of this invention, VoiceResponse Unit (VRU) shall refer to any hardware and software combinationthat allows for the recording and/or delivery of voice messages.

For FIGS. 1, 2 and 3, the subscriber can indicate acceptance of thecommunication request in any appropriate manner, for example, by issuinga command or by doing nothing and waiting for the expiration of apredetermined time period. Conversely, issuing a command or taking noaction can be used to reject a communication request. In the case wherethe subscriber does not wish to accept the communication request, Switch12 can transmit a message to Requester 4 indicating that theircommunication request has been denied. Additionally, System 2 may promptRequester 4 to record a message to be delivered to and/or retrieved andreplayed by the subscriber of Wireless Apparatus 6. Preferably a fee ischarged for this recording service. Optionally, the subscriber ofWireless Apparatus 6 can record a message to be delivered to Requester4.

Alternatively, if Service Provider 26 supports such a feature, the“pre-announcement” feature can be provided based on the originatingphone number of Requester 4 such that instead of Wireless Apparatus 6receiving a “pre-announcement” voice recording they receive a textmessage displaying Requester 4's phone number, or additional informationsuch as name if available. This information provides Wireless Apparatus6 with adequate information to determine if they wish to accept a callor not. Using the same acknowledgment method as stated above, WirelessApparatus 6 could accept or decline to connect with Requester 4.

Additionally, as shown in FIG. 1, 2 and 3, a Closing Prompt StorageModule 13 is configured to store a variety of closing prompt messagesand data, such that when the Switch 12 completes the call from Requester4 to Wireless Apparatus 6, Switch 12 can play any one of a variety ofclosing prompts based on the information received from a Call CompletionData Packet 50 as will be explained in more detail. Although only oneSwitch 12 is illustrated in FIGS. 1, 2 and 3, any number of Switches 12can be used in System 2 to increase the capacity of System 2.

FIG. 4 illustrates an Incoming Call Information Record 15 provided bySwitch 12, after Switch 12 receives a call from Requester 4. Record 15is sent to Primary Call Center 16.

In accordance with one embodiment of the present invention, IncomingCall Information Record 15 contains a number of fields which may includebut is not limited to: Number Dialed by Requester field, PreferredLanguage Code field, Originating Phone Number of Requester field andRequester Service Provider field and Feature Code field.

The Number Dialed by Requester field contains the number dialed by theRequester and may be used to identify the originating switch location ofthe incoming call.

The Preferred Language Code field contains information indicating thelanguage preference of Requester 4. System 2, and in particular Switch12, maintains the ability to translate many different dial strings intoSystem 2. One possibility for determining the preferred language ofRequester 4 is to automatically route calls from a particular dialednumber, for example NPA-555-1818, directly to, for example, Spanishspeaking operators. The Preferred Language Code field is used to routecalls to Primary Call Center 16 via Switch 12 by way of Incoming CallInformation Record 15.

The Originating Phone Number of the Requester field holds theoriginating phone number of the Requester 4. The Requester ServiceProvider field conveys the service provider of Requester 4. This fieldallows System 2 to identify the calling party's Service Provider 26 foruse with various functions such as introduction prompts, closingprompts, billing information, usage tracking, etc. One example of a useof this data is to allow for the settlement of billing charges betweenthe Service Provider 26 of Requester 4 and Service Provider 26 ofWireless Apparatus 6.

The Feature Code field holds information that can be used to identifyany special features associated with Requester 4's device. Thesefeatures could include, but are not limited to: promotional rate plans,standard rate plans, bundled service plans, device capabilities and thelike. For example, Service Provider 28 may offer unlimited DirectoryAssistance for a flat fee per month, or could offer services free for apromotional period.

Although only five fields are identified for Incoming Call InformationRecord 15, any number of fields that are used to provide System 2 withthe necessary data to complete a call is within the contemplation ofthis invention.

As shown in FIGS. 1, 2 and 3, Billing Database 14 is used as therepository for the billing data and includes but is not limited to:records which are preferably comprised of the call date, the call starttime, the call end time and the resulting time, i.e. the call length,the originating phone number for Requester 4, the Wireless ApparatusIdentification Number (WAIN) for Wireless Apparatus 6 and fields whichidentify the originating and terminating service providers. The billingdata can be accumulated from any of, but not limited to, the following:Switches 12, ACDs, PBXs, Agent Application 19 and/or Database 18.

Call centers 16 and 16′ are comprised of hardware and software whichaccept inbound calls from Switches 12 and which distribute the calls tomultiple Operator Terminals 20 using standard Automatic CallDistribution (ACD) technology. Operator Terminal 20 interacts withDatabase 18 to search for and retrieve a WAIN corresponding to WirelessApparatus 6. The search can be done using a single field or combinationof fields, defined in Tables 52A through 52E as discussed below.

Call center 16 and 16′ can be comprised of one or more processorscoupled together in a networked arrangement to accomplish thesefunctions, and can be constructed using known computing technology suchas using personal computers, mini or mainframe computing devices,routers, switches and the like. Because the arrangement and operation ofcall centers 16 and 16′ are similar, discussion of Primary Call Center16 is understood to also describe Primary Call Center 16′.

Computer Telephony Interface (CTI) 29 is disposed between call center 16and Operator Terminal 20. CTI 29 is configured to route the data portionof an incoming Requester 4 call, such as the number dialed by therequester and the originating phone number of the requester to OperatorTerminal 20, while the voice portion of the call is transmitted directlybetween call center 16 and Operator Terminal 20. While not discussedhere, it is contemplated within the context of this invention that thedata portion of an incoming Requester 4 call could be sent to OperatorTerminal 20 using in-band signaling (i.e., with the voice path of thecall) as well.

Operator Terminal 20 can also be any known computing device capable ofreceiving and displaying data on its display, including but not limitedto a personal computer, UNIX workstation and the like. Although it ispreferred that a separate customer service representative telephone beimplemented as part of System 2 and coupled to Primary Call Center 16for communicating with Requester 4, Operator Terminal 20 is not limitedto this arrangement. For example, Operator Terminal 20 can be arrangedto contain an integrated telephone (as shown). In other words, anyarrangement that allows a customer service representative to engage inoral communications with Requester 4 is sufficient. In addition,although only a single Operator Terminal 20 is shown, System 2 is notlimited to this arrangement. It is contemplated that System 2 iscomprised of multiple Operator Terminals 20 such that more than onecustomer service representative is available to accommodate the users ofSystem 2. It should be noted that Primary Call Center 16 and itscommunication with Switches 12, Operator Terminal 20 and Database 18 aswell as the arrangement and communication between Primary Call Center16′ and Switches 12′ can be implemented in accordance with theconnectivity and communication techniques described in U.S. patentapplication Ser. No. 09/449,126, filed Nov. 24, 1999, the contents ofwhich are incorporated herein by reference. In an alternate embodimentof this invention it is contemplated that a Requester 4 may interactwith an agent using a non-voice method such as, but not limited to:Short Messaging Service (SMS), Wireless Application Protocol (WAP), LiveChat, and Instant Messaging as will be discussed below.

Agent Application 19 platform is used to operate Operator Terminals 20and Databases 18. This system not only supports the communicationsbetween these modules but also prepares a Call Completion Data Packet 50that is to be sent to Switch 12 to ultimately complete the call.

To create Call Completion Data Packet 50, Operator Terminal 20 and AgentApplication 19 require information to be retrieved from Database 18.This data is used to populate the various fields of Call Completion DataPacket 50 as discussed in more detail below.

Database 18 is preferably any known database system which can beprogrammed to store all of but not limited to the following: wirelinetelephone directory listings, originating Service Provider 26 ofRequesters 4 listings, WAIN listings and other listings such asproviders of goods and services. Database 18 preferably supportsmultiple database tables for a voluminous quantity of listings andmultimedia data associated with each user or organization that issponsoring a group of users.

It should be noted that the present invention augments the databasetables described in U.S. patent application Ser. No. 09/449,126 byincluding several additional fields to support new features as discussedherein.

Database 18 can be based on any known database software and any knowndatabase format. The hardware configuration of Database 18 can be anyhardware platform capable of supporting the quantity of users andentries in their respective database tables. As such, Database 18 can bestored on any device capable of storing the information.

Those of ordinary skill in the art can appreciate that although Database18 is shown as a single unit, it is not limited to this configuration.Database 18 can be comprised of multiple hardware units, i.e., centralprocessing units and/or storage devices such as CD-ROMs, hard diskdrives, tape disk drives, etc. which can communicate with each otheracross a transmission link. In addition, while only specific tables andfields within Database 18 are discussed in detail, the current inventiondoes not limit the table schema in Database 18. In accordance with oneembodiment of the present invention each database in System 2 or System2′ such as Database 18 or 18′ stores the same information. In analternate embodiment, it is also contemplated that Database 18 can takethe form of a distributed database. For example, users who are primarilybased on the west coast can be supported from a portion of database suchas Database 18′ located in California, while users primarily located onthe east coast can access a portion of database such as Database 18located in New York.

In one embodiment of the present invention, Database 18 stores a brandedaudio message associated with the Service Provider 26 of the Requester 4such that when Requester 4 accesses System 2, the audio welcome messageis retrieved by Operator Terminal 20 and played to the Requester 4. Inanother embodiment of the present invention the audio welcome messagemay be retrieved and played on Call Center 16 or Switch 12. This welcomeaudio message is discussed in detail below.

As illustrated in FIG. 5A, Listing Table 52A stores Wireless ApparatusIdentification Number (WAIN) listings (i.e. information about eachWireless Apparatus 6). This WAIN listing information includes, but isnot limited to: the wireless phone number, name, the directory listedname, address, Defined Locality, company, wireless carrier, billinginformation, special features code, WAIN connect field, type of datafield, data source field, NPA/NXX wireless field, device capabilityfield, special announcement field, General Announcement field, specialservices field, pre-announcement field, wireline phone number field,e-mail address fields, license plate fields and other codes used inSystem 2 to populate various fields of Call Completion Data Packet 50.Listing Table 52A represents the primary Wireless Apparatus 6 table inSystem 2 and includes any additional special instruction informationlistings including information for populating Closing Prompt Module 27.

The Wireless Phone Number field of Listing Table 52A identifies thephone number of Wireless Apparatus 6, for example a cell phone number.The Name field represents the actual name of the subscriber for WirelessApparatus 6. The Directory Listed Name field represents the chosenlisting name for Wireless Apparatus 6. For example, this field couldhold the subscriber's real name, nickname or the chosen alias for thesubscriber. The Address fields of Listing Table 52A are contemplated tocontain one or more addresses that contain one or more of the followingfields: street address 1, street address 2, city, state, country, zipcode and zip +4 address of the subscriber for Wireless Apparatus 6.

The Defined Locality field identifies the subscriber's preferredlocality or combination of localities. For example, the subscriber basedin NYC with a New Jersey area code on his or her Wireless Apparatus 6may elect to use NYC, New Jersey, NY Metro area or some otherdesignation for location. The Company field of Listing Table 52Aidentifies the company for which the subscriber of Wireless Apparatus 6works. The Wireline Phone Number field identifies one or more wirelinephone numbers of the subscriber associated with Wireless Apparatus 6.The Email Address field identifies one or more email addresses of thesubscriber identified with Wireless Apparatus 6. The Wireless Carrierfield of Listing Table 52A identifies the Service Provider 26 forWireless Apparatus 6. This information can be used in conjunction withthe closing prompt feature as well as billing and other relatedfeatures.

The Billing Information field of Listing Table 52A contains informationspecific to Wireless Apparatus 6 which will support the billingfunction. This field provides System 2 with the specific billinginstructions for Wireless Apparatus 6 including the service providerinformation as well as special service subscriptions. For example, thesubscriber of Wireless Apparatus 6 may elect to incur charges onincoming calls. In this case, the Billing Information field wouldindicate that Requester 4 is not responsible for the cost of the inboundcall to Wireless Apparatus 6.

The Special Features Code field of Listing Table 52A identifies anyparticular special features that may be associated with the subscriber'saccount. This includes information such as group connect features, wherea large employer distributes a number of phones company-wide. In suchinstances, a single billing party may have several or even hundreds ofwireless accounts under one name, such that the actual individuals whouse the wireless devices do not appear on the listing. Information inthis field can be used for category searches, such as all employees atcompany XYZ; special billing codes; or possibly for use in closingprompt selection, if one is not already specified by Wireless Apparatus6.

The Wireless Apparatus Identification Number (WAIN) Connect field ofListing Table 52A identifies the degree of availability of the listingfor disclosure. As illustrated in FIG. 6, the WAIN Connect fieldconsists of a WAIN Connect Field Sub Table Listing 70, which categorizesa number first as either listed or unlisted. If a number is unlisted itcannot be used to complete a call. However if the number is listed, WAINConnect Field Sub Table Listing 70 is further subdivided into “unmaskedto agent” or “masked to agent”. In the case of “masked to agent”, a callcan be completed but Requester 4 does not receive the number. In thiscase, the number or any portion thereof may be masked to the agent orcustomer service representative as well, such that the agent will nothave access to the number, and the call is simply connected. In the caseof “unmasked to agent”, the subscriber for Wireless Apparatus 6 hasauthorized System 2 to reveal the number to the agent and/or Requester 4as would most likely be the case for business wireless devices.

The Type of Data field of Listing Table 52A identifies the type ofwireless device that is being listed in the Wireless ApparatusIdentification Number (WAIN) listings table.

The Data Source field of Listing Table 52A identifies the data sourcefrom which the Wireless Apparatus 6 listing originated. This fieldprovides information to System 2 identifying the source of this listingsuch as a service provider or any other entity, for example a thirdparty or the subscriber of Wireless Apparatus 6 that supplied the datacontained in Database 18, and can be used in conjunction with suchfeatures as the closing prompt or with bonuses or incentives.

The NPA/NXX Wireless Field of Listing Table 52A identifies whether ornot Requester 4 is using a wireless device or landline device. Thisfield is used to turn on and off certain features which may only beavailable to either wireless or land based phones. For example, asdiscussed above, the pre-announcement field may be defaulted to “no” forWireless Apparatus 6 from land-based phones whereas the pre-announcementfield may be defaulted to “yes” for calls to Wireless Apparatus 6 fromwireless phones.

The Device Capability field of Listing Table 52A identifies thecapabilities of Wireless Apparatus 6 device. It is contemplated thatthese capabilities may include: SMS, WAP, iMode, etc., capabilities.

The Special Announcement field of Listing Table 52A and/or Database 18identifies if there are any particular special closing prompts paid foror requested by either Wireless Apparatus 6 or a preferred provider tobe used by Closing Prompt Module 27. For example, if a subscriber of aWireless Apparatus 6 has elected not to pay for incoming call charges,an announcement can be played to Requester 4 indicating that they willbe billed for the call. In another example, a preferred provider canelect to have a customized prompt played whenever calls are connected tothat listing. A preferred provider is any subscriber who elects to offerincentives to Requesters 4 and/or the provider of System 2 to directcalls to them.

The Special Announcement field of Listing Table 52A and/or Database 18is also used to cross-reference other services provided by System 2. Itis contemplated in the current invention that System 2 shall be enabledto provide traditional directory assistance as well as enhancedtraditional directory assistance which includes but is not limited toadditional services such as: restaurant recommendations andreservations; movie times and ticket purchase; category searches;alternate language services, directions services, and preferred provideropportunities.

The Special Announcement field is intended to enable the crossreferencing of announcements and/or closing prompts to direct Requester4 to other services offered by System 2. These messages can be tailoredas well to provide precise information on the availability and extent towhich those services are offered. It should be noted thatcross-referencing codes found in the Special Announcement field can beused alone or in combination with designed closing prompts. For example,a restaurant preferred provider may request a special closing promptsuggesting a promotional discount or other such restaurant relatedcomments to Requester 4 in response to a request by Requester 4 fortraditional directory assistance or a restaurant category search. Inthis case, if a preferred provider designs a particular closing prompt,the code will be stored in this field. It is also possible to storemultiple codes, third parties are not limited to one SpecialAnnouncement code but can use as many as desired.

The General Announcement field of Listing Table 52A and/or Database 18identifies if there are any general closing prompts attached to WirelessApparatus 6's listing to be used by Closing Prompt Module 27. This fieldis similar to the Special Announcement field; however, the closingprompts called for here are not specifically tailored to the WirelessApparatus 6. The codes listed here may trigger closing prompts that arecanned. For example, in the preferred provider example above, arestaurant which does not accept credit cards may, instead of designinga unique closing prompt that would be coded under the SpecialAnnouncement field, choose from some canned closing prompts such as,“this restaurant does not accept credit cards”. This example or othergeneral announcement closing prompts would be coded for in the GeneralAnnouncement field of Listing Table 52A and/or Database 18.

Similar to the Special Announcement field, the General Announcementfield also allows for the use of multiple codes and also allowscross-referencing of other System 2 services. For example, if the samepreferred provider restaurant offered reservations, it may wish toinclude a cross referencing closing prompt in their General Announcementfield. Unlike the Special Announcement field, the cross referencingprompt would not be specifically tailored to the restaurant but insteadwould be of more generic variety.

The Special Services field of Listing Table 52A and/or Database 18identifies any special services that a third party may provide. Thisfield is used when performing category searches when a Requester 4wishes to direct their search for certain abilities or conditions, suchas: open 24 hours, Spanish speaking, hearing impaired compatible etc.For example, if a Requester 4 asks for all Spanish-speaking restaurantsin the area, when Operator Terminal 20 searches Database 18, the onlylistings that will be retrieved will have a Spanish speaking code in thespecial service field.

The Pre-Announcement field of Listing Table 52A identifies if thesubscriber of Wireless Apparatus 6 wishes to have any incoming callspre-announced. This field determines whether there is preference forvoice or text or multimedia pre-announcements assuming the serviceprovider for Wireless Apparatus 6 supports the appropriate formats. Ifboth formats are not supported the Pre-announcement field will defaultto whatever is supported by the service provider. If a preference for avoice pre-announcement is indicated or if the service provider can onlysupport a voice pre-announcement, it is contemplated by this inventionthat this field will include but not be limited to the following fouroptions: connect call with pre-announcement, connect call withoutpre-announcement, connect call only to Wireless Apparatus 6's voicemail,and connect call to a System 2 temporary voicemail device (VRU). In theevent that the subscriber of Wireless Apparatus 6 chooses messagedelivery only, it is contemplated by this invention that the temporaryvoicemail device (VRU) will prompt Requester 4 to record and store amessage, and will then attempt to deliver the message to WirelessApparatus 6. Once Requester 4 indicates that he/she has accepted themessage recorded, the call will be disconnected. If a preference for adata and/or text pre-announcement is indicated or if the serviceprovider can only support a data and/or text pre-announcement, it iscontemplated by this invention that this field will include but not belimited to the following one option: connect call with data and/or textpre-announcement. It is contemplated by this invention that this optionshall specifically include the conversion of a recorded voice message totext and the delivery of that message via any of but not limited to thefollowing formats: SMS, WAP, iMode, instant messaging, etc.

The License Plate field of Listing Table 52A contains the License plateof the primary vehicle associated with the subscriber of WirelessApparatus 6. This information can be used to associate a subscriber withone or more vehicles in which they may be traveling.

It is contemplated by the current invention that Operator Terminal 20will have the ability to perform searches on any one field orcombination of fields in Listing Table 52A and/or Database 18. Thisincludes but is not limited to locating WAIN listings by email address,defined locality, directory listed name, address, company, name,wireless carrier, license plate, wireline phone number and/or even areverse search listing by WAIN.

Finally, the Rate Plan field of Listing Table 52A contains the rate planof Wireless Apparatus 6. This information is used to determine thingssuch as if roaming charges will apply, if long distance charges willapply and the number of monthly minutes associated with the plan.

In another embodiment of the present invention, Personal Contact List52B is provided to add a feature to System 2 allowing subscribers ofWireless Apparatus 6 to provide their contact list to Database 18allowing them easy access to a collection of wireless numbers and otherinformation. As a result the numbers provided by the contact list areentered into Personal Contact List Table 52B.

In addition to storing personal contact lists of subscribers for theiraccess only, System 2 can request that a subscriber release the phoneinformation on all of the contact list members so as to further populateDatabase 18. This only requires the release of telephone data and notthe full content of contact list information which can also includepersonal information such as birthdays, etc. If the subscriber ofWireless Apparatus 6 consents, the phone information from his/hercontact list is added to the WAIN listings in Database 18. As a result,the subscriber of Wireless Apparatus 6 benefits by having a savedpersonal contact list and System 2 benefits by getting additional WAINlistings for Database 18. FIGS. 5B-5E illustrate Database Tables 52B-52Ethat demonstrate the contact list feature and maintenance.

To encourage subscribers to send in their phone lists, System 2 canprovide bonuses, incentives or free services in exchange for submittinga contact list for use in Database 18, as described in more detailbelow.

As illustrated in FIG. 5B, Personal Contact List Tables 52B preferablystore contact names and numbers for each corresponding WirelessApparatus 6. The Wireless Apparatus 6 personal contact list table isarranged to have additional information about each contact, such aselectronic and surface mail addresses, job title, company name, companyaddress, facsimile telephone number, home web page, birthday, and thelike. Each entry in a contact list is assigned a unique identificationnumber.

As illustrated in FIG. 5C, Updated Listing Tables 52C store updatedcontact listings information which is to be added, deleted or revisedfor a subscriber of Wireless Apparatus 6 contact list in System 2. Thesechanges are then incorporated into Personal Contact List Table 52B.

Changes are preferably verified prior to incorporation into thesubscriber's Personal Contact List Table 52B. For example, usersattempting to synchronize their “personal contact databases” with theirPersonal Contact List Table 52B initiate a synchronization process, asdiscussed in detail below. These changes are not incorporated into theuser's personal contact list until the user's authenticity has beenverified. Once the requested change has been verified for accuracy,(i.e. the requested change is not a duplicate of a previous request)such change request will be incorporated into subscriber's PersonalContact List Table 52B.

As illustrated in FIG. 5D, those requested changes which cannot beimplemented are stored in Rejected Updated Listings Tables 52D alongwith a reason for the rejection, for example, that the user is aninvalid user, and/or that the requested changes is a duplicate, and thelike.

As illustrated in FIG. 5E, the Listing Indicator Table 52E tracks thelisting identification numbers assigned to each entry in a subscriber'sPersonal Contact List Table 52B. Listing Indicator Table 52E is used totrack the listing identification numbers to ensure that a uniqueidentification number is assigned. This facilitates future updates,deletions, etc., and also ensures that entries can be made from multiplesources (i.e., a web browser, Operator Terminal 20, PDA (PersonalDigital Assistant), and/or personal contact software and the like)without creating duplicate listing identification numbers.

It should be noted that although the field description as discussedabove was for WAIN Listings Database 18, WAIN Listings Database 18′preferably operates with substantially similar field structure.

Tables 52A-52E for WAIN Listing Databases 18 and 18′ are configured notonly to store subscriber information but also to provide System 2 withthe ability to properly handle feature requests. For example,information stored in the Special Features Code field in Listing Table52A allows System 2 to provide features such as preferred language andtargeted advertising promotion.

In addition to providing a wireless white pages service supported byDatabase 18 other services are available through System 2. For example,a directions unit within Enhanced Services Module 21 provides System 2with a means to send directions to a Requester 4. A Directions unit isincorporated in the Enhanced Services Module 21 used by AgentApplication 19 running on Operator Terminal 20 and allows a customerservice representative to retrieve directions and transmit them toRequester 4. The Directions feature in Enhanced Services Module 21 maybe a stand alone unit that is configured to calculate directions basedon a starting and a destination address, or other criteria as currentlyknown in the industry. In accordance with another embodiment of theinvention, Enhanced Services Module 21 may be connected via acommunications channel, for example, Internet, to a remote directionscalculating unit operated by a third party such as those available byMAPQUEST™.

In another example, restaurant reservations are also integrated into theEnhanced Services Module 21 used by Agent Application 19 running onOperator Terminal 20 and provide System 2 with the ability to securereservations and provide recommendations for restaurants to a Requester4. Reservation services are activated when the subscriber such asrestaurant or other related service provider, such as a caterer,activates the reservations services at Enhanced Services Module 21 ofSystem 2. The Reservations feature in Enhanced Services Module 21 may bea stand alone unit that is configured to arrange reservations based onup-to-date information received from a participating restaurant, orother criteria as currently known in the industry. In accordance withanother embodiment of the invention, Enhanced Services Module 21 may beconnected via a communications channel, for example, Internet, to aremote reservations service system operated by a third party.

Recommendations are activated when a subscriber such as the restaurantor a restaurant recommendation service decides to place its informationin a recommendation index found within restaurant reservation andrecommendation system in Enhanced Services Module 21.

In a third example, movie ticket and schedule software is incorporatedinto the Enhanced Services Module 21 used by Agent Application 19running on Operator Terminal 20 and provides System 2 with the abilityto provide movie information and ticket purchasing. These services areactivated when a subscriber such as a movie theater, playhouse or otherrelated business, or a movie information provider provides theinformation to System 2.

Closing Prompt Module 27 provides the closing prompt identification datathat will be included in a defined field such as Closing Prompt Codefield 58 of the Call Completion Data Packet 50 as shown in FIG. 9. Asmentioned, Call Completion Data Packet 50 prompts Switch 12 with acommand to activate the appropriate closing prompt. Closing PromptModule 27 functions in conjunction with Agent Application 19 to generatea Call Completion Data Packet 50 as more fully described below inreference to FIG. 9. Call Completion Data Packet 50 presents informationto Switch 12 to generate a closing prompt based on Closing Prompt Codefield 58 of the Call Completion Data Packet 50, which is recognized bySwitch 12. Closing Prompt Module 27 can either exist as a physicallyseparate unit or it can exist as a functional module of AgentApplication 19 software.

While one embodiment of the invention has been described above, theinvention contemplates that Call Completion Data Packet 50 can be usedby any combination of hardware and software such as: an ACD, a PBX, astandalone VRU(Voice Response Unit)/ASR(Advanced Speech Recognition),application software and the like, to generate the closing prompt basedon the Closing Prompt Code field 58 in Call Completion Data Packet 50.

As illustrated in FIG. 7, Closing Prompt Module 27 is comprised of aClosing Prompt Processing Module 64, Override Module 66 and a CallCompletion Data Table 68. Call Completion Data Table 68 can either be aseparate table within Closing Prompt Module 27 or it can exist assoftware that is found in Closing Prompt Processing Module 64. Inanother embodiment of the current invention, Closing Prompt ProcessingModule 64 and Override Module 66 can reside on Switch 12 or anycombination of hardware and software such as: an ACD, a PBX, astandalone VRU/ASR, application software and the like.

In order to appropriately populate the Closing Prompt Code field 58 ofCall Completion Data Packet 50, Closing Prompt Module 27, in conjunctionwith Agent Application 19, checks the retrieved listing in Listing Table52A and/or Database 18. Closing Prompt Module 27 uses the retrievedlisting to populate some of the fields in Call Completion Data Table 68.The remainder of the fields in Call Completion Data Table 68 can bepopulated from Database 18 and/or the agent application. In oneembodiment of the current invention, Call Completion Data Table 68includes but is not limited to the seven fields 60A-60G as shown in FIG.8. Closing Prompt Module 27 also uses the Special Announcement andGeneral Announcement fields of Listing Table 52A and/or other fieldsfrom Database 18, Closing Prompt Processing Module 64, Override Module66 and Call Completion Data Table 68 to determine the appropriateinformation to populate in Closing Prompt Code field 58, and otherfields of Call Completion Data Packet 50.

While the current invention contemplates that Closing Prompt Module 27may use any of the information in these fields and modules in any order,the following outlines one possible method of selecting a closingprompt.

The first step is to retrieve the listing that was selected from ListingTable 52A and/or Database 18. In the event that the listing was notfound, this information will be considered sufficient.

The next step is for the Closing Prompt Processing Module 64 to look tothe Special Announcement field and General Announcement field of ListingTable 52A to determine if any specific closing prompts are active forWireless Apparatus 6. If so, at least one closing prompt code will befound in one of these fields and possibly many codes will be found.

Next, Closing Prompt Processor Module 64 checks with Override Module 66to determine if any closing prompt override functions are present. Theinformation for this module comes from both Listing Table 52A and/orDatabase 18 and from internal System 2 settings. For example, OverrideModule 66 may provide for time of day functionality such that certainclosing prompts are initiated at certain times of day. In the case ofrestaurant services, dinner prompts may be preferred in the eveninghours whereas breakfast prompts may be preferred in the morning hours.

Another sample function of Override Module 66 is to set default promptsbased on the day. For example, recreational prompts may be set toactivate only on weekends whereas business prompts may only activate onweekdays. Yet another sample feature of Override Module 66 is tocross-reference other services offered by System 2 during peak andoff-peak hours. For example, on Saturday or Sunday, a cross-referenceprompt to directional services may be implemented when a Requester 4asks for restaurant information. It should be noted that the functionsof Override Module 66 can be used to modify or augment closing promptsfound in Special Announcement fields and General Announcement fields.The complete breadth of examples of the functions of Override Module 66are too numerous to fully illustrate, however, it should be noted thanany ability to modify, add to, subtract from the closing prompt codesthat are found in the Special Announcement field and the GeneralAnnouncement field are within the contemplation of this invention.

Next, Closing Prompt Processor Module 64 looks to Call Completion DataTable 68 to determine a closing prompt based on the information fieldscontained therein.

As illustrated in FIG. 8, these fields include: the Number Dialed byRequester field 60A, Data Source of the Requested Listing field 60B,Types of Data field 60C, Service Requested field 60D, Preferred Languagefield 60E, the NPA/NXX of destination number field 60F and Other ListingTable 52A and/or Database 18 data field 60G. These fields are populatedby data contained in Listing Table 52A and/or Database 18 and frominformation contained in Agent Application 19 on Operator Terminal 20.

The Number Dialed by Requester field 60A contains information that canbe used by Closing Prompt Module 27 to identify the number dialed byRequester 4, the service provider of Requester 4, the originating Switch12 and the call completion area for this call. This information isobtained from the data source field of Listing Table 52A and/or Database18.

The Data Source of Requested Listing field 60B contains information thatcan be used by Closing Prompt Module 27 to identify the data sourcewhich provided the listing information. This information is obtainedfrom the data source field of Listing Table 52A and/or Database 18.

The Type of Data field 60C informs Closing Prompt Module 27 of the whattype of data was solicited by Requester 4, such as traditional directoryassistance, movies, restaurants, directions, categories and/or otherbusiness searches. The information used to populate the Type of Datafield 60C is obtained from various fields in Listing Table 52A and/orDatabase 18.

Service Requested field 60D contains information used by Closing PromptModule 27 which can identify the type of service requested by Requester4 such as; information requests, commerce requests, reservationrequests, etc. The information used to populate the type of servicerequested field 60D is obtained by Agent Application 19 on OperatorTerminal 20 from Listing Table 52A and/or Database 18.

Preferred Language field 60E contains information used by Closing PromptModule 27 to indicate the preferred language of Requester 4. Thisinformation is used to ensure that the proper language closing promptscan be used. It is also contemplated by the current invention that thePreferred Language field 60E can be used in conjunction with the SpecialAnnouncement field and General Announcement fields of Listing Table 52Aand/or Database 18. The data used to populate Preferred Language field60E is obtained from either Operator Terminal 20 or from the SpecialServices field of Listing Table 52A. One possible implementation wouldbe to populate the Preferred Language field 60E based on the numberdialed by Requester 4; however, this is not the only possibleimplementation.

The NPA/NXX (Numbering Plan Area/Exchange code) of the DestinationNumber field 60F contains information used by Closing Prompt Module 27to identify the location of the listing so as to select a location basedclosing prompt.

Lastly, the Other Listing Table 52A or Database 18 field 60G containsinformation used by Closing Prompt Module 27 to identify any additionalinformation in Listing Table 52A and/or Database 18 that could be of usein selecting a closing prompt.

Fields 60A-60G for Closing Prompt Module 27 are intended only to provideexamples of possible fields and are in no way intended to limit thescope of the invention. Any field which can be used in Closing PromptModule 27 to tailor a closing prompt to allow for targeted third partyadvertising and other such uses is within the contemplation of thepresent invention.

At this point, regardless of the order in which the information wasgathered, Closing Prompt Processing Module 64 of Closing Prompt Module27 uses the Agent Application 19's logic to determine what informationshould be used to populate Closing Prompt field 58 of Call CompletionData Packet 50. One example of this logic is for Closing Prompt Module27 first to look to the Special Announcement and the GeneralAnnouncement fields of Listing Table 52A and/or Database 18. Next,Closing Prompt Processing Module 64 looks to Override Module 66 to seeif there are any additions, modifications, or other instructions thatare added to or subtracted from the closing prompts found in the SpecialAnnouncement and General Announcement fields. Next, Closing PromptProcessing Module 64 looks to Call Completion Data Table 68 to see ifthere are any additions, modifications, or other instructions that areadded to or subtracted from the closing prompts decision made above.Finally, upon selecting the appropriate closing prompt, Closing PromptModule 27 populates the Closing Prompt Code field 58 of Call CompletionData Packet 50.

Unlike prior art, this invention dynamically alters the closing promptto tailor a specific message to the Requester 4 based on informationobtained through the call. This decision can be based on specificWireless Apparatus 6 instructions, third party instructions, otherinformation contained in Listing Table 52A and/or Database 18, OverrideModule 66 and/or possible fields. 60A-60G of Call Completion Data Table68.

Agent Application 19 software then creates a Call Completion Data Packet50. Alternatively, Closing Prompt Module 27 or some other applicationcould create Call Completion Data Packet 50; however, for the purposesof this discussion Agent Application 19 will be forming Call CompletionData Packet 50. As illustrated in FIG. 9, Call Completion Data Packet 50is comprised of multiple data fields. This can include but is notlimited to the Originating Phone Number of Requester field 54, theWireless Apparatus Identification Number (WAIN) Information Field 56,Closing Prompt Code Field 58 and Pre-announcement field 59. It should benoted that it is contemplated by the current invention that the WAINinformation field may include both wireless and wireline listings.

Call Completion Data Packet 50 is formed by Agent Application 19 atOperator Terminal 20 using information from Incoming Call InformationRecord 15, Listing Table 52A from Database 18, and Closing Prompt Module27. This information is then organized and used to populate the fieldsof Call Completion Data Packet 50.

The Originating Phone Number field 54 is the originating phone number ofRequester 4. The Wireless Apparatus Identification Number (WAIN)Information field 56 is the requested listing of the subscriber. Thisinformation is provided to Operator Terminal 20 by the retrieved listingfrom Listing Table 52A and/or Database 18. The WAIN Information fieldidentifies the proper destination for the completed call. Thisinformation is used to properly connect Requester 4 to WirelessApparatus 6. Closing Prompt Code field 58 of Call Completion Data Packet50 contains instructions on which closing prompt to retrieve, use andplay for Requester 4. Pre-announcement field 59 of Call Completion DataPacket 50 denotes to the Voice Response Unit (VRU) whether or not thepre-announcement feature is activated. If the pre-announcement featureis activated the VRU will announce Requester 4's identity to WirelessApparatus 6 by either voice or text message so that Wireless Apparatus 6can determine whether or not to accept the call.

When combined, the Originating Phone Number of Requester field 54, theWAIN Information field 56, the Closing Prompt Code field 58, and thePre-announcement field 59 contain all of the information needed toinitiate and complete the call, play the appropriate closing andpre-announcement.

Wide Area Network (WAN) 25 is configured to couple all OperatorTerminals 20 to System 2 and 2′. This includes connections betweengeographic locations, such that Operator Terminals 20 located at a callcenter can connect with Switches 12 at other remote locations. As notedearlier and to be discussed in more detail below, because Primary CallCenter 16 may route calls to remote Operator Terminals 20′ it isnecessary that those Operator Terminals 20′ be able to communicate backto the originating Switch 12 in order to connect to the proper call. WAN25 is configured to relay Call Completion Data Packet 50 to theappropriate Switch 12 in order to complete Requester 4's call. A morecomplete description of the function of WAN 25 within System 2 isdiscussed below.

Agent Application 19, as supported by one of the Operator Terminals 20,communicates via Operator Terminals 20 to any one of the Switches 12with the combination of Systems 2, 2′ etc. via Wide Area Network 25(WAN). WAN 25 allows customer service representatives at OperatorTerminals 20 to transmit a Call Completion Data Packet 50 from OperatorTerminals 20 to any one of Switches 12. In the event that AgentApplication 19 is unable to successfully pass Call Completion DataPacket 50 due to any number of reasons including but not limited to theunavailability of WAN 25 or the rejection of Call Completion Data Packet50, Agent Application 19 can initiate call completion using in-bandsignaling such a DTMF. This allows Agent Application 19 to put thecaller on soft hold and pass the destination digits to Switch 12 via thesame trunk. Switch 12 then accepts the digits and releases the call toCall Center 16 and initiates call completion as described hereinafter.

Regarding signaling and trunking configurations, the communication linksbetween Switch 12 and Primary Call Center 16 (or call center 16′) andthe communication links between Switch 12 and Mobile Switching Center(MSC) 8 can be implemented as release link trunks. In this embodiment ofthe current invention the communication links are released once the callcompletion data is transmitted to the destination end of the link.Release link trunk technology is known in the art and allows resourcesat the destination device to be freed by employing a predeterminedsignaling sequence which is recognized by the destination device as arelease link signal. In addition, in another embodiment of the currentinvention, the communication links between Switch 12 and MobileSwitching Center (MSC) 8 can be implemented as Multi-frequency MFsignaling. One possible example of MF signaling is Feature Group-D(FG-D) links as commonly known in the industry.

In an alternative embodiment of the current invention, the communicationlinks between Switch 12 and Mobile Switching Center (MSC) 8 can beimplemented as SS7. SS7 is a type of out-of-band signaling, as iscommonly known in the industry. In another embodiment of the invention,the links between Switch 12 and MSC 8 can be implemented as DTMFsignaling. DTMF is a type of in-band signaling. All of these signalingchoices are known in the art and are meant only as possible embodimentsof the current invention but should not be seen as limiting the possiblechoice of communication links by which the current invention can beimplemented.

As part of the call completion process, Switch 12 has the ability toselect the optimal trunk group to be used for the completion ofRequester 4 to Wireless Apparatus 6. For example, if Switch 12 has adirect connection to the Service Provider 26 of Wireless Apparatus 6,the completion of this call would be implemented over this link.

In the case where Switch 12 did not have a direct connection to theService Provider 26 of Wireless Apparatus 6, the completion of this callwould be via the PSTN 10. This allows Switch 12 to select the most costeffective means of delivering the call to Wireless Apparatus 6. Thisselection of the outbound trunk group may be determined by CallCompletion Table 17 (as shown in FIG. 1, 2 and 3) based on informationcontained in Call Completion Data Packet 50. For example, the NPA.nxx ofthe number in the WAIN Information field 56 in Call Completion DataPacket 50 can be used to indicate Service Provider 26 for that listing.This information is then used to determine whether a direct connectionexists from Switch 12 to that Service Provider 26. If such a directconnection exists, then the first choice route for this call would bevia that link. In the event that such direct connection is not availableor does not exist, an alternate route such as a connection to the PSTN10 could be used.

Requester Call Operations

As illustrated in the flow diagram of FIG. 10, initially, at step 100,Requester 4 calls System 2. The method for accessing System 2 can be viaany known dialing pattern such as an “800” number, an NPA.nxx.xxxxnumber or NPA-555-xxxx, but also can be a shortened information-likenumber, such as “411,” “555,” “#555,” etc. Preferably, access to System2 is arranged such that the access number dialed by Requester 4 isavailable nationwide such that Requester 4 need not be concerned withindividual access numbers depending on their location, or whether theyare accessing System 2 via a wireless device or a wireline device.

At step 102, Mobile Switching Center (MSC) 8 recognizes the patterndialed by Requester 4 as belonging to System 2 (i.e., a request forcommunication assistance) and routes the call to Switch 12 along withthe originating phone number of Requester 4. Switch 12 tracks calldetail information upon receiving the call from MSC 8.

Although not shown, the signaling methodology of the present inventioncan be implemented using the method and devices described in U.S.application Ser. No. 09/449,126, filed Nov. 24, 1999.

An additional feature of Switch 12 is its ability to recognize andtranslate dial number strings allowing System 2 to provide agentapplication services to multiple customers. Upon dialing the appropriatenumber, MSC 8, is configured to recognize that the dialed number stringbelongs to the communication assistance system and method, and routesthe inbound call to Switch 12. If necessary, prior to routing the callto Switch 12, MSC 8 may translate the user's dial string (for example#555) to a digit sequence recognized by System 2.

This translation allows different service carriers to access the serviceprovided by the present invention using either a universal access numberor different user dial strings. For example, in the event that twocarriers decide to use different dial strings (i.e. cellular telephonecarrier A may support access to System 2 by dial string *5 whilecellular carrier B may access the service using the dial string 411),each carrier's Mobile Switching Center (MSC) 8 may or may not select totranslate this dial string before routing the call to Switch 12. Uponreceiving the inbound call, Switch 12 may further translate the MSC 8dial string and route the call to Primary Call Center 16. The numbersent by Switch 12 allows System 2 to identify the particular MSC 8 fromwhich the dial string was received along with the actual MSC dial stringso that elements of System 2 can determine what service is desired, andwhere the inbound call originated. It is also contemplated by thisinvention that calls may originate from a wireline carrier and/or VoIPcarrier as shown in FIG. 1 and FIG. 16, respectively.

For example, Switch 12 might translate Mobiles Switching Center (MSC) 8dial string 411 to any four-digit number (this string length is forexample only and can be modified) such as 9605. This four-digit stringis used to populate the Number Dialed by Requester field 60A in CallCompletion Data Table 68 as shown in FIG. 8. The translated digit stringwill be referred to as the Direct Inbound Dial (DID) number. Each Switch12 can have multiple DID numbers to identify Requester 4's request fordifferent services and their calling location.

An additional feature available using this technology is to provide aseparate dial string as an indicator of preferred language informationto System 2. For example, if a dial string such as NPA.555.1818_is used,Switch 12, after translating the MSC dial string, will automaticallysend a Spanish language preference indicator in Incoming CallInformation Record 15 so that the Primary Call Center 16 will route thecall to an appropriate Operator Terminal 20, such as a Spanish speakingoperator. Advantageously, Spanish speaking operators may be locatedremotely from System 2 and calls to be handled by them may be routed viaCall Center 16 to a remote Call Center 16′ as described above inreference with FIGS. 1-3.

It should be noted that the above example of call signaling methodologyis intended only as an example of call routing and Requester 4identification and is not intended to limit the scope of the presentinvention. Any such signaling methodology protocol which is capable oftransmitting the call between the MSC 8 and Switch 12 is within thecontemplation of the present invention.

At step 104, Switch 12 routes the call to Primary Call Center 16. Toperform this task, Switch 12 creates Incoming Call Information Record15, as shown in FIG. 4, with the pertinent information as described inmore detail above, and selects a direct trunk to Call Center 16. Theconfiguration being used to carry the call between Switch 12 and PrimaryCall Center 16 preferably is a release link trunk configuration,discussed above in detail. While not discussed here, it is contemplatedthat any trunking and/or signaling configuration can be used to routethe call from Switch 12 to Call Center 16. It is also contemplated bythis invention that Switch 12 may connect this call to Call Center 16via Public Switched Telephone Network PSTN 10 (i.e. using an 800 numberor a directly dialed number).

Next, at step 106, upon receiving the call from Requester 4, PrimaryCall Center 16 notifies an available Operator Terminal 20 with theappropriate skills, if necessary, that an inbound request has arrivedand routes the call there. Upon establishing a link between Requester 4and Operator Terminal 20, Primary Call Center 16 establishes a voice andcommunications link from the caller to the customer servicerepresentative. The two-way voice communication is routed directly fromRequester 4 through Primary Call Center 16 to Operator Terminal 20,having an attached telephonic communication means. The datacommunication, which may include any information contained in IncomingCall Information Record 15 (i.e. the number dialed by Requester 4 (theDID), the preferred language code, the originating phone number of therequester and the requester service provider field) is transmitted tothe Primary Call Center 16 to Operator Terminal 20 via ComputerTelephony Interface (CTI) 29. CTI 29, deployed between Primary CallCenter 16 and Operator Terminals 20, is used to communicate theinformation necessary for the customer service representative and AgentApplication 19 software to handle and complete the call.

Using this link, an agent asks Requester 4 for information regarding theservices they are requesting. Requester 4 supplies the necessaryinformation. An example of this information may include but is notlimited to: the directory listed name, the defined locality, the emailaddress, the name, wireline phone number, license plate, etc. It iscontemplated by the current invention that traditional directoryassistance and enhanced directory assistance may also be provided bythis system. At step 108, the agent at Operator Terminal 20 theninitiates a search of Database 18. Of course, if Primary Call Center 16is busy or there are no available Operator Terminals 20, the Requester4's call can be forwarded to Call Center 16′ which can accommodate therequester's inquiry in the same manner as described above in step 106.If the requested listing is unavailable, the agent awaits furtherinstruction from Requester 4.

Next, at step 110, the listing for Wireless Apparatus 6 is reviewed todetermine if the number requested is unlisted or if it is masked toprevent Requester 4 from receiving the actual number. The recordsassociated with Wireless Apparatus 6 in databases such as 18 and 18′, aslisted in Listing Table 52A, are provided with a Wireless ApparatusIdentification Number (WAIN) Connect field, having a WAIN Field SubTable 70 which indicates to Operator Terminal 20 whether or not acustomer service representative is permitted to connect the call and, ifso, disclose the WAIN to Requester 4. This ensures unlisted numbersremain unreachable and that the WAIN of Wireless Apparatus 6 remainsconfidential if the corresponding subscriber so wishes.

During operation, Agent Application 19 software reviews WAIN Field SubTable 70 to check if the number is unlisted. If so, the customer servicerepresentative informs Requester 4 of this and awaits furtherinstructions. If the number is listed, then Agent Application 19 checksto see if the number is masked. This is the feature that is “on” or“off” at the request of the subscriber of Wireless Apparatus 6; howeverpreferentially, the default is set to masked. If the number is masked,the call is connected without Requester 4 ever seeing or hearing thenumber. If the number is not masked, Requester 4 receives the number andis offered the service of automatic dial or other such comparableservice. Of course, it is understood that the above described operationand method are easily implemented in the software arrangement in FIG. 6or any other software arrangements known to those familiar with the art.It is also contemplated by this invention that Database 18 may be storedin an encrypted format to protect it from intrusion, hacking or otherforms of unauthorized access or use.

Alternatively, for an even more secure listing for Wireless Apparatus 6,the WAIN of Wireless Apparatus 6 is not displayed to the customerservice representative at Operator Terminal 20. Although System 2 willhave the information it will not be displayed to the customer servicerepresentative. In this case, Operator Terminal 20 and Switch 12,communicating through Call Completion Data Packet 50 and Wide AreaNetwork (WAN) 25, complete the call while maintaining the secrecy of theWAIN throughout.

Next, at step 112, Closing Prompt Module 27 decides on an appropriateclosing prompt, based on the criteria described above. The closingprompt is either read from Special or General Announcement field ofListing Table 52A, selected or modified by Override Module 66 orselected by logic contained in Closing Prompt Processor Module 64 basedon Wireless Apparatus 6 and Requester 4 information found in CallCompletion Data Table 68. A code or multiple codes for the prompt orprompts is then used by Closing Prompt Module 27 to populate ClosingPrompt Code Field 58 of Call Completion Data Packet 50 so as todetermine which recorded closing prompt is to be played.

Next at step 114, Agent Application 19 software on Operator Terminal 20constructs Call Completion Data Packet 50. Call Completion Data Packet50 is prepared using information from Incoming Call Information Record15, Listing Table 52A, Database 18, Closing Prompt Module 27, AgentApplication 19 and verbal information from Requester 4.

Upon completion of Call Completion Data Packet 50, Operator Terminal 20transmits Call Completion Data Packet 50 to Switch 12 via Wide AreaNetwork 25. WAN 25 is connected to all Switches 12 and all OperatorTerminals 20 in System 2, such that should an Operator Terminal 20 beremotely located from Switch 12 as a result of call routing, OperatorTerminal 20 will be able to send the Call Completion Data Packet 50through WAN 25, even to remotely located Switches 12. The appropriateSwitch 12 is identified by Agent Application 19, using the DID whichidentifies the originating switch where the Requester 4's call enteredSystem 2.

Next, at step 116, Switch 12 initiates the call between Requester 4 andWireless Apparatus 6. Switch 12 then begins tracking call detailinformation and other functions for the call completion leg. Switch 12then uses the information in Call Completion Data Packet 50 to selectthe appropriate closing prompt from Closing Prompt Storage Module 13,and the appropriate outbound trunk group from Call Completion Table 17.

At step 118, System 2 checks Pre-announcement field 59 of CallCompletion Data Packet 50 which indicates whether or not the subscriberof Wireless Apparatus 6 wishes a calling party to be “pre-announced” tothem. If the subscriber of Wireless Apparatus 6 chooses that the callingparty be pre-announced, then this pre-announcement provides anopportunity to accept or reject the inbound call. The pre-announcementfeature is available to Wireless Apparatuses 6 on inbound calls fromboth wireless and wireline Requesters 4. Inbound calls from wirelessRequesters 4 are defaulted to pre-announce “on” and inbound calls fromwireline Requesters 4 are defaulted to pre-announce “off”; however, anysubscriber and/or System 2 provider can decide to change this setting atany time. If the pre-announcement feature is “off” System 2 proceeds tostep 124A, if pre-announcement feature is “on” then system proceeds tostep 120.

Next, at step 120, System 2 consults the Pre-announcement field 59 ofCall Completion Data Packet 50, to determine the method of transmittingthe pre-announcement. The pre-announcement can be either in text orvoice format. Using the fields in Call Completion Data Packet 50, System2 determines what format is available based on the carrier and thedevice capabilities of Wireless Apparatus 6. If in voice format, Switch12 and/or an integrated Voice Response Unit (VRU) will prompt Requester4 to state his/her name. After recording Requester 4, Switch 12 and/orthe VRU replays the voice to the subscriber of Wireless Apparatus 6. Itis contemplated by this invention that this same voice message ofRequester 4's name can be converted to a text message and be deliveredto the subscriber as described below using text pre-announcements. Ifthe pre-announcement is in text format Switch 12 transmits theoriginating number of Requester 4 to Wireless Apparatus 6, oralternatively sends more complete information on Requester 4 provided itis available to System 2. Text messaging can be sent in WAP (WirelessApplication Protocol) or any other protocol which is sufficient totransmit the necessary information and is supported by the ServiceProvider 26 of Wireless Apparatus 6.

At step 122, if the Wireless Apparatus 6 indicates acceptance of theinbound call, then see step 124A below. If the call is not accepted, seestep 124B.

At step 124A, in the case where the Wireless Apparatus 6 wishes toaccept the inbound communication request, Wireless Apparatus 6 indicatesacceptance via an appropriate command to System 2.

Additionally upon completion of the call, Switch 12 uses the informationin Closing Prompt Code field 59 of Call Completion Data Packet 50 toplay the appropriate closing prompt to Requester 4 just before they areconnected to Wireless Apparatus 6.

At step 124B, if Wireless Apparatus 6 wishes to refuse the call they canuse any number of methods to terminate the call on their end asdescribed above. In this case, a closing message is read to Requester 4explaining to them that Wireless Apparatus 6 did not accept the call,and/or was unavailable and subsequently, they are dropped by System 2.In one possible embodiment of this invention, this closing message maybe zero seconds in length. Alternatively, if the call cannot becompleted to Wireless Apparatus 6, System 2 can transfer Requester 4back to a customer service representative for further assistance.

In another embodiment of the present invention, if the call cannot becompleted to Wireless Apparatus 6, Wireless Apparatus 6 may choose tosend Requester 4 to a Voice Mail system with the option to leave amessage.

Another embodiment of the invention is shown in FIG. 15. FIG. 15 is adiagram of an example of the components used to provide access to theWireless Apparatus Identification Number (WAIN) database via a voicerecognition portal, while still maintaining the confidentiality of thelistings. Requester 4 communicates to the Switch 12 by either directlydialing a special number or by calling Requester 4's landline carrierand being routed to Switch 12. Requester 4 can also access the data bycommunicating through Wireless Carrier A to Switch 12. In one embodimentof the invention, Switch 12 and an integrated VRU (Voice ResponseUnit)/ASR (Advanced Speech Recognition), Mobile Switching Center (MSC) 8and PSTN 10 and the Primary Call Center 16 are connected via WAN 25. Inanother embodiment, Switch 12 and the VRU/ASR are separate unitsconnected via WAN 25.

When Requester 4 is connected to the VRU Voice Response Unit)/ASR(Advanced Speech Recognition), Requester 4 is guided through a series ofvoice prompts running on ASR Application 23 that will lead to theselection of the phone number associated with the subscriber of WirelessApparatus 6. While any of the fields in listing Table 52A may be read bythe VRU/ASR to Requester 4, it is expected that in most cases only thename and address information may be read by the VRU/ASR to Requester 4.Once Requester 4 has selected the desired listing, the system willselect the appropriate closing using the selection criteria explainedpreviously. Finally, all of the pre-announcement and call completionlogic described previously apply to the completion of this call viaSwitch 12 or PSTN 10.

Another embodiment of the invention is shown in FIG. 16. FIG. 16 is adiagram of an example of the components used to provide access to theWireless Apparatus Identification Number (WAIN) database via an Internetportal, while still maintaining the confidentiality of the listings. Inthis embodiment of the invention, Requester 4 accesses the WAIN databasevia a personal computer, Home PC 4B, connected to the Internet throughan ISP (Internet Service Provider) or other appropriate connection.Requester 4 accesses an application that resides on Web Server 44 afterpassing through the Internet Firewall 45. The application then requestsspecific pieces of information, which will be provided by Requester 4.That information is in turn employed by the application to access dataon the WAIN database and provide a list of names and addresses that mayfit the criteria entered by Requester 4. If Requester 4 selects one ofthe listings offered, Requester 4 will be connected to WirelessApparatus 6 via a Voice over IP Carrier 43 to an H323 Gateway connectedto PSTN 10 and Mobile Switching Center (MSC) 8.

In another embodiment of this invention, the call may also be completedvia access through a Voice over IP Carrier 43 via an H323 Gatewayconnected via Switch 12 directly to MSC 8.

In another embodiment of this invention, once a desired listing isidentified, Processing Application 49 writes the originating phonenumber for Device 4 (Device 4 may be either wireless or wireline), thelisting for Wireless Apparatus 6 and an assigned access number to AccessDatabase 19. The assigned access number is then sent to Home PC 4. Theuser of Home PC 4 may then manually dial the assigned access number onDevice 4. It is also contemplated by this invention that the assignedaccess number may be sent to Device 4, in the event that Device 4 iswireless, via a data protocol including, but not limited to: WAP, SMS,iMode interface, etc. The subscriber of Device 4 dials the assignedaccess number, which connects Device 4 to Switch 12.

Based on the access number and originating phone number of Device 4,Switch 12 searches Access Database 19 and retrieves the listing forWireless Apparatus 6. Switch 12 then performs call completion by eithera direct connection to Mobile Switching Center (MSC) 8 or via PSTN 10.In all cases the processing of the closing prompts, pre-announcements,call completion and billing will be handled as previously outlinedherein.

Another embodiment of the invention is shown in FIG. 17. FIG. 17 is adiagram of an example of the components used to provide access to theWireless Apparatus Identification Number (WAIN) database via a dataprotocol included but not limited to: WAP (Wireless ApplicationProtocol), SMS, iMode interface, while still maintaining theconfidentiality of the listings. In this embodiment of the invention,Requester 4 performs a query via the Wireless Device 4. At MobileSwitching Center (MSC) 8, the request is processed by WSCP (WirelessServices Control Point) 47 and interfaced through the carrier's Firewall45 to the Internet via ISP 42. The request is in turn processed throughSystem 2's Firewall 45 and passed to Web Server 44. On Web Server 44,Processing Application 49 takes the information sent and structures aquery that will go against the WAIN Listing Database 18. The WAINDatabase 18 returns a number of listing names and addresses that areconsistent with the request. This information is sent back via Firewall45 to Wireless Device 4. The transmitted information is displayed on theWireless Device 4, and the subscriber of Wireless Device 4 is then ableto either select a specific listing or request additional listings. Ifadditional listings are requested, the cycle is repeated until thesubscriber either finds the desired listing or stops the search.

Once a desired listing is identified, Processing Application 49 writesthe originating phone number for Wireless Device 4, the listing forWireless Apparatus 6 and an assigned access number to Access Database19. The assigned access number is then sent to Wireless Device 4. Thesubscriber of Wireless Device 4 dials the assigned access number, whichconnects wireless device 4 to Switch 12. Based on the access number andoriginating phone number of Wireless Device 4, Switch 12 searches AccessDatabase 19 and retrieves the listing for Wireless Apparatus 6. Switch12 then performs call completion by either a direct connection to MobileSwitching Center (MSC) 8 or via PSTN 10. In all cases, the processing ofthe closing prompts, pre-announcements, call completion and billing willbe handled as previously outlined in this document.

Billing Procedure

The billing procedure of the present invention is explained as follows.When Requester 4 contacts Call Center 16 or 16′ and is connected to aWireless Apparatus 6, billing records are preferably created in at leastthree places: 1) on the system of the originating Service Provider 26,2) System 2 (which may include Switch 12, Call Center 16 and Database18), and 3) the system of the terminating Service Provider 26.

As taught by the prior art, if nothing were done, these billing recordswould result in the following charges:

-   -   1) The originating Service Provider 26 would bill the calling        party for the call to System 2 and a per minute charge for the        duration of the call to the primary call center as well as the        duration of the call completion if applicable.    -   2) Depending on the Wireless Apparatus Identification Number        (WAIN) of Wireless Apparatus 6 and service rate plan of        Requester 4, the originating Service Provider 26 might also bill        Requester 4 for toll charges if the communication with Wireless        Apparatus 6 is a toll call; and    -   3) The terminating Service Provider 26 would bill the subscriber        of Wireless Apparatus 6 for airtime.    -   4) In addition, in the event that the subscriber of Wireless        Apparatus 6 is roaming, the terminating service provider may or        may not be the service provider for Wireless Apparatus 6. In the        case in which roaming charges would be incurred the terminating        Service Provider 26 would bill the Service Provider 26 of        Wireless Apparatus 6 for these charges. Service Provider 26 of        Wireless Apparatus 6 would then bill the subscriber of Wireless        Apparatus 6 for these charges and any additional charges Service        Provider 26 may choose to impose.

In one aspect of the present invention, the subscriber of WirelessApparatus 6, i.e. the called party, may not be charged for thecommunication session (call) with Requester 4. This decision on whetheror not the called party should be billed for the incoming call, asdiscussed earlier, may be made by the subscriber of Wireless Apparatus 6or Service Provider 26. This creates an issue in that the ServiceProvider 26 of the subscriber of Wireless Apparatus 6 still needs to becompensated. It is contemplated by the current invention that theService Provider 26 of the subscriber for Wireless Apparatus 6 will becompensated by Requester 4. This compensation may be collected in anynumber of ways; however, for simplicity, it is assumed herein that thiscompensation will be collected by Service Provider 26 of Requester 4.

In the event that the subscriber for Wireless Apparatus 6 is notroaming, the functionality of System 2 includes acting as a billingclearinghouse in the following fashion. The Service Provider 26 of thesubscriber of Wireless Apparatus 6 agrees not to charge the called party(i.e. the subscriber of Wireless Apparatus 6) for inbound calls fromSystem 2. This is preferably accomplished by either rating communicationsessions which originate from System 2 at $0.00 or by stripping thecorresponding records from the database of terminating Service Provider26 (in this example, the terminating Service Provider 26 is also thewireless carrier for the subscriber of Wireless Apparatus 6).

System 2 will generate a record of this inbound call to System 2 and, ifnecessary, the corresponding completion or completion attempt to thesubscriber of Wireless Apparatus 6. This billing record is created inBilling Database 14 or another database (not shown). As discussed above,these billing records preferably include but are not limited to the calldate, the call start time, the call end time and the resulting time,i.e. the call length, the originating phone number for Requester 4, theWireless Apparatus Identification Number (WAIN) for Wireless Apparatus 6and fields which identify the originating service provider and theservice provider of Wireless Apparatus 6. This record is preferablycreated from the records in Switch 12, but is not limited to such andmay contain information on call origination and/or call completion legsand any other necessary information. In addition, any data that isreceived from Service Provider 26 of Wireless Apparatus 6 related toroaming and/or other charges may also be included.

These records are then generated and transferred to the originatingService Provider 26 for inclusion in the bill to Requester 4. This isaccomplished by formatting the billing record data into an appropriateformat for each service provider's billing system and transmitting therecords to the service providers on a periodic or requested basis. Theservice providers can then rate these billing records at agreed uponrates and can include them on the bill to Requester 4 along with a percall charge and any airtime, roaming and/or toll charges.

Funds, or a portion thereof, collected by the originating ServiceProviders 26 of Requester 4 for these charges are preferably passed tothe provider of System 2. The provider of System 2 and/or a third partyusing information from System 2, then distributes these funds back tothe service provider for the subscriber of Wireless Apparatus 6, theoriginating Service Provider 26, the provider of System 2 and the thirdparty, if necessary, in accordance with an agreed distributionarrangement.

In the event that the subscriber for Wireless Apparatus 6 is roaming,the functionality of System 2 includes acting as a billing as describedfor the different cases below.

In the first case, the subscriber of Wireless Apparatus 6 is roaming andhas chosen a rate plan under which he/she is not charged extra forroaming. In this case, the functionality of the current invention is asdescribed above.

In the second case, the subscriber of Wireless Apparatus 6 is roamingand has chosen a rate plan under which he/she is charged extra forroaming; however, Service Provider 26 for the subscriber of WirelessApparatus 6 has decided not to recoup these roaming charges. In thiscase, the functionality of the current invention is as described above.

In the third case, the subscriber of Wireless Apparatus 6 is roaming andhas chosen a rate plan under which he/she is charged extra for roamingand Service Provider 26 for the subscriber of Wireless Apparatus 6 isinterested in recovering these roaming charges. In this case, thefunctionality of the current invention is as described above with thefollowing additional responsibilities for the provider of System 2 andService Provider 26 of the subscriber of Wireless Apparatus 6. ServiceProvider 26 of the subscriber of Wireless Apparatus 6 agrees not tocharge the called party (i.e. the subscriber of Wireless Apparatus 6)for inbound calls from System 2. This is preferably accomplished byeither rating communication sessions which originate from System 2 at$0.00 or by stripping the corresponding records from the database ofterminating Service Provider 26 or Service Provider 26 of the subscriberfor Wireless Apparatus 6. In this case, Service Provider 26 of thesubscriber for Wireless Apparatus 6 will also provide billing records ofall calls that were completed to subscribers of Wireless Apparatus 6where the subscriber of Wireless Apparatus 6 was roaming. These recordswould be provided to the vendor of System 2 and include, but not belimited to, the following information: the originating phone number ofRequester 4, the Wireless Apparatus Identification Number (WAIN) ofWireless Apparatus 6, the date of the call, the start time of the call,the end time of the call, and any associated roaming charges for thecall. System 2 will then include this information in the records whichare generated and transferred to the originating Service Provider 26 forinclusion in the bill to Requester 4.

If roaming charges were incurred, the Service Provider 26 of WirelessApparatus 6 will need to reimburse the terminating Service Provider 26in accordance with their existing roaming agreement. Because there arefunds flowing in both directions, the only funds that need to changehands in any given month are the net differences between what theservice providers owe each other and what is owed to the provider ofSystem 2 and/or the third party.

It is contemplated by the current invention that in certain cases thesubscriber of Wireless Apparatus 6 may elect traditional wirelessbilling (i.e. incur the cost associated with of incoming call) ratherthan the calling party pays solution proposed herein.

Data Base Management and Updating

The devices and methods used to populate and maintain Wireless ApparatusIdentification Number (WAIN) listings databases such as 18 and 18′ arenow described. For the sake of simplicity, the processes for creatingand maintaining the databases will be described only with reference toWAIN Listings Database 18. WAIN Listings Database 18′ is updated in thesame manner, preferably by synchronizing WAIN Listings Database 18 withWAIN Listings Database 18′. Of course, additional call centers 16′ canbe implemented within System 2 such that additional instances ofDatabase 18′ can be provided.

FIG. 11 is a diagram of a first embodiment in which Wireless ApparatusIdentification Number (WAIN) Listings Database 18 can be created andmaintained. There are two primary methods for updating listings inDatabase 18 and the two methods are with operator support and withoutoperator support. The methods for updating Database 18 with operatorassistance include but are not limited to the following: directsubscriber call (i.e. voice), Instant Messaging, SMS, Live Chat, and/orWAP, etc. The methods for updating Database 18 without operatorassistance include but are not limited to the following: directsubscriber call-in to a VRU/ASR (i.e. voice recognition), Internet(global communication) access, iMode, WAP, facsimile, electronic mail,etc. Further, the present invention provides access for notificationfrom Service Providers 26 that new and existing subscriber accounts havebeen activated or deactivated or changed. In this example, the serviceproviders and/or billing vendors for those service providers willprepare a data feed for the provider of System 2. It is alsocontemplated that data for Database 18 can be gathered via direct mailcampaigns, telemarketing activities in which individuals are contactedby customer service representative and/or outbound text or data messagesthrough which subscribers are asked to provide information regardingtheir wireless communication device subscriptions.

As discussed above, a subscriber may be prompted to call the serviceprovider to update, create and/or delete his/her WAIN listing inDatabase 18. Prompting may occur via media advertisements (such astelevision, radio, newspaper, Internet portals, etc.), e-mail, directmail, SMS messages, etc., or inserts and/or notifications accompanyingthe subscriber's bill. As shown in FIG. 11, a subscriber's call can beanswered and handled by a carrier customer care representative usingCarrier Customer Care Representative terminal 28. In this case, thecarrier is preferably the Service Provider 26 corresponding to thesubscriber's Wireless Apparatus 6. It is also contemplated by thisinvention that the subscriber may call the provider of System 2 so thatthe operator associated with Database Specialist terminal 36 can enterthe subscriber's information. It is also contemplated by this inventionthat a subscriber may call a VRU (Voice Response Unit)/ASR (AdvancedSpeech Recognition) to update, create and/or delete his/her WirelessApparatus Identification Number (WAIN) listing in Database 18. As shownin FIG. 11, a subscriber's call may be answered and handled via aVRU/ASR, inserting the information into the Internet Clean-up Database34. The process by which the VRU/ASR gathers the information is similarto the processes discussed earlier (see discussion of FIG. 15).

As shown in FIG. 11, Carrier Customer Care Representative terminal 28does not directly update WAIN Listings Database 18. Rather, CarrierCustomer Care Representative terminal 28 updates Carrier Clean-upDatabase 30. Access to Carrier Clean-up Database 30 from CarrierCustomer Care Representative terminal 28 is preferably via the carrier'sown customer care system or Internet. Carrier Clean-up Database 30 issynchronized with WAIN Listings Database 18 by SynchronizationTechnology 32. Synchronization Technology 32 is preferably comprised ofone or more computing devices that read the contents of Carrier Clean-upDatabase 30 and update WAIN Listings Database 18. SynchronizationTechnology 32 may be as simple as synchronization software built intothe operating software, to as complex as custom designed software thatfunctions via the Internet. It is also contemplated by this inventionthat the Synchronization Technology 32 may be used to update thecarrier's database as well as Database 18.

Database 18 can also be updated or record creation and/or recorddeletion initiated via Internet access. Internet access is preferablysupported by a web server coupled to the Internet from which asubscriber can access the web server to create, view and update his/herWireless Apparatus Identification Number (WAIN) record. Methods andapparatus arrangement for accessing the Internet server and InternetClean-up Database 34 are described in detail in U.S. application Ser.No. 09/449,126, filed Nov. 24, 1999. Regardless of the particular methodof access and the particular device used by the subscriber to access theweb site, Internet Clean-up Database 34 stores the created, deleted orupdated WAIN listing such that Database 34 is synchronized with WAINListings Database 18 via Synchronization Technology 32 in the samemanner as done with Carrier Clean-up Database 30.

WAIN Listings Database 18 can also be updated based on data received bymail, facsimile, electronic mail, SMS, Voice recognition, live chat,WAP, Instant messaging and/or iMode messaging, etc. received from thesubscriber. In those cases, a database specialist using DatabaseSpecialist terminal 36 inputs the subscriber data into DatabaseSpecialist Clean-up Database 38. Database Specialist Clean-up Database38 is synchronized with WAIN Listings Database 18 via SynchronizationTechnology 32 in the same manner as discussed above with respect toCarrier Clean-up Database 30 and Internet Clean-up Database 34. DatabaseSpecialist terminal 36 is preferably arranged to provide a graphicaluser interface input method implemented using known software or knownsoftware coding techniques, or via an Internet web browser such asNETSCAPE Communicator or MICROSOFT Internet Explorer.

It is also contemplated that subscriber data can be received directlyfrom Service Providers 26 as they activate, deactivate and changesubscriber's wireless apparatus accounts. Update File 29 containing theactivation, deactivation and modification data can be sent ortransmitted by any media (such as a DAT tape) or protocol (such as FTP(File Transfer Protocol) or NDM (Network Data Mover)) and then processedby Translation Function 33 directly into Database Specialist Clean-upDatabase 38. In other words, Database Specialist Clean-up Database 38can be directly updated by Update File 29 when Service Provider 26provides the data in the same format which is created by DatabaseSpecialist Terminal 36 during the update process with DatabaseSpecialist Clean-up Database 38.

In the case where Update File 29 is received in a format that cannot beused to directly update Database Specialist Clean-up Database 38, UpdateFile 29 is processed by a Translation Function 33 executing on DatabaseSpecialist Terminal 36 to scrub the data and place it in a formatcompatible with Database Specialist Clean-up Database 38. Of course, thetranslation function need not execute on Database Specialist Terminal 36and can instead be implemented using any processor arrangement capableof translating data from one format to another. One example of a dataexchange format is XML.

In the case where activation, deactivation or modification data isprovided by Service Provider 26 in Service Provider 26's customer caredatabase, then it is contemplated that Carrier Clean-up Database 30could either retrieve and/or receive specific new, deleted and/ormodified listings for inclusion in Database 18.

It is contemplated that activation, deactivation and modification datareceived from Service Providers 26 may be missing certain fieldsrequired for an accurate record within the Wireless ApparatusIdentification Number (WAIN) listing database. For example, datareceived from Service Provider 26 may not include the actual subscribername. In this event, it would not be possible to look up a listing basedon the subscriber name. In these cases, telemarketing, mailings,advertisements, sweepstakes, direct data messages to the subscriber ofWireless Apparatus 6, etc. are used to contact the subscribers in aneffort to complete or correct the data or to alert subscribers tocontact the provider of System 2 (or their local service provider) toupdate their records. In addition, it is contemplated that as Requester4 s, who are subscribers of Wireless Apparatus 6 with listings that havemissing information or no information, call into System 2 they may beprompted by a VRU (Voice Response Unit)/ASR(Advanced Speech Recognition)to provide and/or update their listings.

It is also contemplated that a carrier customer care representative canuse Carrier Customer Care Representative terminal 28 or that a databasespecialist can use Database Specialist terminal 36 to update InternetClean-up Database 34 instead of, or in addition to, Carrier Clean-upDatabase 30 and Database Specialist Clean-up Database 38, respectively.

To increase the number of subscribers that clean up their own entries,promotions and other incentives can be awarded to those who takeresponsibility for updating their own entries. These promotions can bedirected at individuals, group subscribers (such as corporations) orservice providers. Promotions targeted at individuals and groups caninclude but are not limited to: sweepstakes, free air time, free servicebundles and free use of custom closing prompts if they update his/herown listing. Similar types of incentives can be directed at a group ofsubscribers such as large corporations that maintain a large number ofwireless devices. Incentives directed towards service providers caninclude, but are not limited to account wide discounts on the cost ofSystem 2 if the service provider provides regular database updates.

In the area of smaller incentive and promotions for individuals orcorporations, free use of new services can be offered to solicitdatabase updates. These promotions can come in the form ofadvertisements, closing prompt offers or other similar methods.Additionally, periodically when Database 18 recognizes that a particularentry for a subscriber is missing information or has not been updated ina long time, for example one year, System 2 can be prompted to directlycall and/or send a text/data message (i.e. WAP, SMS, iMode, etc.) toWireless Apparatus 6 asking the subscriber to update his/her records.This call can not only be prompted by a specified time period but it canalso be prompted when errors with call completion, other services and/orlistings information are detected.

In addition to Wireless Apparatus Identification Number (WAIN) listingDatabase 18, Carrier Cleanup Database 30, Internet Clean up Database 34and Database Specialist Clean up Database 38, an additional RewardDatabase 75 is attached to WAIN Listing Database 18. Reward Database 75is used to track any promotional rewards or any other rewards given tothe subscriber when they respond to advertisements or promotions thatinstruct them to assist in cleaning up their record.

For example, when a subscriber responds to a promotion and updates hisor her record by one of the methods described above, Reward Database 75stores the information concerning the promotional incentive. Based onthe particular incentive, Reward Database 75 encodes the free serviceinto Database 18 by adding the appropriate codes to Listing Table 52A ofthe subscriber's entry. Where appropriate, information of applicableincentives can be sent from Database 18 to the subscriber's carrier.Reward Database 75 then removes the code at the specified time when thepromotion ends or the promotion has been paid out. The promotions listedabove are intended only as examples of possible promotional andincentive schemes and are not intended to limit the scope of theinvention in any way. Any promotion that is conveyed to any sizesubscriber that is used to maintain and update Database 18 is within thecontemplation of the present invention FIG. 12 is a diagram of a secondembodiment in which WAIN Listings Database 18 can be created andmaintained. The primary difference between the first embodiment shown inFIG. 11 and the second embodiment shown in FIG. 12 is that the secondembodiment replaces Carrier Clean-up Database 30, Internet Clean-upDatabase 34 and Database Specialist Clean-up Database 38 with MasterClean-up Database 40. Master Clean-up Database 40 serves the aggregatefunctions of Carrier Clean-up Database 30, Internet Clean-up Database 34and Database Specialist Clean-up Database 38 and is used as a commoninterface point for Carrier Customer Care Terminal 28, Internet and/ordata-related updates and Database Specialist Terminal 36.

Master Clean-up Database 40 is synchronized with Wireless ApparatusIdentification Number (WAIN) Listings Database 18 via SynchronizationTechnology 32. The use of a master clean-up database simplifies thesynchronization technology requirements by requiring lesssynchronization and simplifies network connectivity, hardware andsoftware expenses and maintenance expenses resulting from lesserrequirements as compared with the first embodiment. It is important tonote that both approaches are likely to be used by different carriers,based on their network and security requirements.

FIG. 13 is a diagram of an additional example of the components used toprovide access to Internet Clean-up Database 34. As shown in FIG. 13,access from the Internet or other Communication Network 42 isaccomplished via one or more Firewalls 45, one or more Web Servers 44and one or more Application Servers 46. In this manner, subscribers andother users, for example database specialists, carrier customer servicerepresentatives and the like use Communication Network 42 to establish acommunication session using a web browser or other graphical userinterface technology capable of supporting a data communication sessionbetween the subscriber's terminal and Web Server 44 via CommunicationNetwork 42. Software and methods for facilitating communication betweena subscriber terminal and Web Server 44 are known.

Web Server 44, Firewall 45 and Application Server 46 can take the formof any known computer hardware equipped with random access memory,read-only memory, a central processing unit, network interface andappropriate storage devices. For example, personal computer serversequipped with INTEL-based (or compatible processors) or UNIX servers canbe used. In general, Web Server 44, Firewall 45 and Application Server46 are sized to have capacities corresponding to the anticipated demandplaced thereon.

As shown in FIG. 13, Web Server 44 facilitates communications with thesubscribers using Communication Network 42 and serves, for example, webpages using the hypertext transfer protocol (HTTP), preferably writtenin one or more of combination of Active-X, JAVA and hypertext mark-uplanguage (HTML).

The underlying application driving Web Server 44, for example, theapplication which accesses Internet Clean-up Database 34 and providesWeb Server 44 with various data and options to present to thesubscribers is performed by Application Server 46. In other words,Application Server 46 stores and executes software controlling theoverall interaction between a subscriber and Internet Clean-up Database34 by instructing Web Server 44.

Web server 44 compiles HTML display screens to present to thesubscriber's terminal using predetermined display screen arrangementsand data provided by Application Server 46 and/or the user. Of course,Web Server 44 can also send Active-X instructions, JAVA applets and thelike. Web server 44, Firewall 45, Application Server 46 and InternetClean-up Database 34 can communicate using any networking technology.

Web server 44, Firewall 45, Application Server 46, their arrangement andoverall operating software are known to those of ordinary skill in theart. However, the software needed to implement the specific functions ofthe present invention as described herein are aspects of the presentinvention which are not known.

FIG. 14 shows an example of the components used to provide access toMaster Clean-up Database 40 in accordance with the present invention,for example providing access to the arrangement shown in FIG. 12. Itshould be noted that the physical arrangement of Firewall 45, Web Server44 and Application Server 46, in addition to the software executingthereon is preferably the same as that shown in FIG. 13. The mostsignificant difference between the arrangement shown in FIG. 14 and thatshown in FIG. 13 is the use of Master Clean-up Database 40 instead ofInternet Clean-up Database 34.

Although the present invention has been described in relation toparticular embodiments thereof, many other variations and modificationsand other uses will become apparent to those skilled in the art. It ispreferred, therefore, that the present invention be limited not by thespecific disclosure herein, but only by the appended claims.

1. A communication assistance system for providing access to informationcorresponding to a plurality of subscribers, the system comprising: atelephone switch for receiving calls from a plurality of requestersdesiring to access said information corresponding to subscribers; afirst database configured to store said information corresponding toeach of said subscribers, including phone numbers of each of saidsubscribers; and a closing prompt module coupled to said first databaseso as to select a closing prompt code from a plurality of availableclosing prompt codes each of said closing prompt codes associated with adesired closing prompt message so as to provide a selected closingprompt message, wherein anyone of the available closing prompt messagesis provided to a requester.
 2. The system according to claim 1, whereinsaid closing prompt messages are in accordance with a text format from alist of formats including WAP and SMS.
 3. The system in accordance withclaim 1, further comprising a call center coupled to said switch forrouting each of said received calls from said requester to an operatorterminal.
 4. The system in accordance with claim 1, further comprisingan operator terminal operated by a customer representative to retrieveinformation stored in said first database.
 5. The system in accordancewith claim 1, further comprising an automated operator terminal so as toautomatically retrieve information stored in said first database.
 6. Thesystem in accordance with claim 3, wherein a requester's call to asubscriber is routed back to one of said operator terminals in the eventsaid requester's call to a subscriber is not completed.
 7. The system inaccordance with claim 1, wherein said database comprises a listing tableassociated with each of said subscribers, said listing table furthercomprises a wireless phone number field adapted for wireless phonenumbers of said subscribers.
 8. The system in accordance with claim 1,wherein said database comprises a listing table associated with each ofsaid subscribers, said listing table further comprises a SpecialAnnouncement field adapted to store a closing prompt code associatedwith a Special Announcement closing prompt that said subscriber desiresto provide to each one of said requesters.
 9. The system in accordancewith claim 8, wherein said listing table further comprises a Generalannouncement field adapted to store a closing prompt code associatedwith a General Announcement closing prompt intended to be provided tosaid requesters.
 10. The system in accordance with claim 8, wherein saidlisting table is searchable.
 11. The system in accordance with claim 8,wherein said Special Announcement represents a recorded messageassociated with said subscriber.
 12. The system in accordance with claim9, wherein said General Announcement represents a recorded messageassociated with type of service said subscriber provides.
 13. The systemin accordance with claim 8, wherein said Special Announcement representsmarketing messages corresponding to services offered by saidsubscribers.
 14. The system in accordance with claim 8, wherein saidSpecial Announcement closing prompt is an audio message.
 15. The systemin accordance with claim 8, wherein said Special Announcement closingprompt is a multimedia message.
 16. The system in accordance with claim8, wherein said Special Announcement represents informationcorresponding to additional services provided relating to saidsubscriber.
 17. The system in accordance with claim 16, wherein saidsubscriber is a goods or service provider and said Special Announcementcorresponds to an invitation to a requester to order said goods orservices.
 18. The system in accordance with claim 17, wherein said goodsare tickets to an event, including movies.
 19. The system in accordancewith claim 17, wherein said subscriber is a restaurant and said SpecialAnnouncement is invitation to make reservations to said restaurant. 20.The system in accordance with claim 1, further comprising a closingprompt storage module coupled to said closing prompt module andconfigured to store a plurality of closing prompt messages each of whichis associated with a closing prompt code provided by said closing promptmodule.
 21. The system in accordance with claim 20, further comprisingan override module coupled to said closing prompt module, said overridemodule generating closing prompt codes corresponding to announcementsprovided by administrators of said communications assistance system. 22.The system in accordance with claim 21, wherein said announcementsprovided by administrators of said communications assistance systemcomprises cross-selling announcements relating to other features andservices provided by said communications assistance system.
 23. Thesystem in accordance with claim 20, wherein said closing prompt modulegenerates a call completion data packet to be transmitted to saidtelephone switch, said call completion data packet further comprisingoriginating phone number of the requester, telephone number of thesubscriber and closing prompt codes corresponding to closing promptmessages intended to be provided to said requester.
 24. The system inaccordance with claim 23, wherein said closing prompt module furthercomprises a call completion data table that stores information necessaryfor populating said call completion data packet.
 25. The system inaccordance with claim 1, wherein said closing prompt module selects saidclosing prompt code, from any one of said available closing promptcodes, relating to a subscriber information other than the subscriberinformation requested by said requester.
 26. The system in accordancewith claim 1, wherein said closing prompt module selects said closingprompt code based on any one of; the number dialed by said requester,the data source, the types of data, the services requested, thepreferred language of the requester, and the NPA/NXX of the destinationnumber.
 27. A communication assistance system for providing access toinformation corresponding to a plurality of subscribers, the systemcomprising: a telephone switch for receiving calls from a plurality ofrequesters desiring to access said information corresponding tosubscribers; a first database coupled to an operator terminal andconfigured to store said information corresponding to each of saidsubscribers, including phone numbers of each of said subscribers; a callcompletion table coupled to said telephone switch said call completiontable containing least cost routing information for connecting saidrequesters to a desired subscriber; and a closing prompt module coupledto said first database so as to generate a closing prompt code from aplurality of available closing prompt codes associated with a desiredclosing prompt message for said requesters.
 28. A method of operating acommunication assistance system for providing access to informationcorresponding to a plurality of subscribers, said method comprising thesteps of: receiving calls from a plurality of a requesters desiring toaccess said information corresponding to subscribers at a telephoneswitch; accessing a first database and retrieving said informationcorresponding to a subscriber, including phone numbers of each of saidsubscribers; and selecting a closing prompt code from a plurality ofavailable closing prompt codes wherein each one of said closing promptcodes is associated with a desired closing prompt message so as toprovide a selected closing prompt message, wherein anyone of theavailable closing prompt messages is provided to a requester.
 29. Acommunication assistance system for providing access to informationcorresponding to a plurality of subscribers, the system comprising: atelephone switch for receiving calls from a plurality of requestersdesiring to access said information corresponding to subscribers; afirst database configured to store said information corresponding toeach of said subscribers, including phone numbers of each of saidsubscribers; a voice response unit coupled to said first databaseconfigured to retrieve information from said first database in responseto voice commands received from said requesters; and a closing promptmodule coupled to said first database so as to generate a closing promptcode from a plurality of available closing prompt codes associated withdesired closing prompt messages for said requesters.
 30. The system inaccordance with claim 29, wherein said closing prompt messages are inaccordance with a text format from a list of formats including WAP andSMS.
 31. The system in accordance with claim 29, wherein said databasefurther comprises a listing table associated with each of saidsubscribers, said listing table further comprises a wireless phonenumber field adapted to store wireless phone numbers of saidsubscribers.